# Use Slack to send the team a customer delivery exception

Example: An agency team gave a customer a delivery date. The customer now wants an additional format, and the team must have that decision in its project conversation.

By Righthand Team · 2026-10-18

Source: https://www.righthand.ai/blog/use-slack-to-return-a-customer-delivery-exception

Keep Slack as the source for its records. A Righthand can use available information for the decision below.

This article is from Righthand. The example and result are illustrative. This guide has no executed integration test.

## The customer task

An agency team gave a customer a delivery date. The customer now wants an additional format, and the team must have that decision in its project conversation.

[Provider documentation](https://docs.slack.dev/reference/methods/chat.postMessage/). The documentation gives information about posting messages to identified channels. For private-channel messages, the app must be a channel member.

## Make account access explicit

For Slack requests and replies, use the [Slack setup guide](https://docs.righthand.ai/guides/setting-up-slack). The bot must be in the intended conversation.

Provider documentation does not establish installed Righthand operations. Examine the connection’s available tools before assigning direct account work.

For direct account work, the connection must have the necessary read or write operation and permission. If that operation is unavailable, supply the information in a message. The owner must make any account change in that case.

[Connection Permissions](https://docs.righthand.ai/guides/add-a-connection) gives information about account access and tool permissions. Give only the access necessary for the identified task.

## The request to the Righthand

> Read the supplied customer reply.
>
> Send the approved delivery status to the identified project conversation.
>
> Send the additional format request without accepting that work.
>
> Send the owner the result before 3 PM Friday.
>
> Use Pacific time.

## Use the provider records for the result

Identify the exact conversation and its audience. Use the channel or thread supplied by the owner. For a message to a mixed or outside audience, the applicable communication permission is necessary.

A customer reply does not give approval for a larger work scope.

For a permitted write, examine the resulting account record. A proposal does not establish a completed change.

For an external message, identify the recipient and permitted task. **Ask** uses an explicit instruction or approval. Connection tool permissions are another required control. [Communications Policy](https://docs.righthand.ai/security/external-communications).

## An illustrative result and next step

> The customer accepts Friday delivery and wants an extra format. The team did not give approval for that work.

The account lead gives a decision about the extra work and gives the assistant a permitted customer response.

## Try one account task

1. Give the Righthand one identified source record.
2. Compare its result with that source.
3. Examine the account record after a permitted write.
4. Examine the work in [Activity](https://docs.righthand.ai/guides/working-with-your-righthand).

If a direct operation is unavailable, give the source information in a message. This does not establish a direct integration.

## When the account tools are sufficient

Use Slack directly when its existing view gives the complete answer and no other conversation is necessary. A person can make the decision from that view.

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