Echo-Synch
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Support & FAQ

Common questions, troubleshooting steps, and how to reach a human when those don't help.

What is Echo-Synch?

Echo-Synch is a Slack-native IT request triage bot. It watches the channels you tell it to (e.g. #it-help), auto-categorises every request using AI, tracks SLA windows per priority level, and keeps the queue visible via a web dashboard and a daily channel digest.

It's built for IT teams whose workflow already lives in Slack — the people who don't want to context-switch into a separate ticketing system but still need accountability and SLA tracking for the work that arrives.

How it works

  1. Install. Click Add to Slack. The bot joins as an app and you complete a one-screen consent step.
  2. Pick channels. Open the dashboard at app.echo-synch.com, go to Settings, and add the IT-help channels you want monitored.
  3. Add your IT team. Add triage members on the Team page so the bot can round-robin assignments and DM the right people on SLA events.
  4. That's it. The next IT request that lands in a watched channel gets triaged automatically — labelled, prioritised, summarised, and added to the dashboard queue with a running SLA clock.

Frequently asked questions

Is Echo-Synch free?

Echo-Synch is a paid product, but every install gets a 14-day Enterprise trial with no credit card required. After the trial, paid plans start at €12 per agent per month (Pro) or €22 per agent per month (Enterprise). Requestors — the people submitting IT requests — never count toward the agent seat count.

How do I add Echo-Synch to a channel?

Open the channel in Slack and run /invite @Echo-Synch. The bot starts watching new messages immediately. You can also add channels from the dashboard's Settings page after install.

How do I remove Echo-Synch from a channel?

Run /remove @Echo-Synch or /kick @Echo-Synch in the channel, or open the channel's "Integrations" tab and remove the app. The bot stops monitoring the channel; existing tickets in your dashboard are preserved.

What data does Echo-Synch access or store?

Only what we need to triage IT requests: messages in channels you explicitly add the bot to, the AI-generated label/priority/summary, SLA timer state, and your Slack user roster (for the team picker). Original message text is auto-scrubbed at your configured retention window (default 30 days). All data is hard-deleted within one hour of uninstall. Full details in our Privacy Policy.

Why didn't the bot triage a specific message?

Echo-Synch only triages messages posted in channels you've added it to. Bot messages, edits, and direct DMs are ignored. If you expected a message to be triaged but it wasn't, check that the channel is in the monitored channel list on your dashboard's Settings page.

Can I bring my own AI provider (BYOM)?

Yes — Enterprise tier. Configure your own Google Gemini API key in the dashboard's Settings page and Echo-Synch routes all triage AI calls through your account. Your IT request data never reaches Echo-Synch's AI infrastructure. See the Trust Center for details.

What happens when my trial expires?

You receive reminder DMs at 7, 5, 3, 2, and 1 days before expiry. On the expiry day, Echo-Synch stops triaging new requests and the dashboard becomes read-locked. Your existing data is intact — re-subscribe at any time and the bot resumes immediately, no reinstall needed.

How do SLAs work?

Enterprise tier feature. You configure first-response and resolution windows per priority level (e.g. Critical = 1h first response, 4h resolution). When a request is labeled, Echo-Synch starts the clock. Warning DMs go to the assignee 30 minutes before a deadline; breach alerts go to all admins and triage members on the deadline itself. SLA configuration lives in the dashboard's Settings page.

Does Echo-Synch work with Microsoft Teams?

Not yet. Echo-Synch is Slack-only by design — that's why the integration is deep. Teams support is on the roadmap but won't ship before paying customer demand justifies the rebuild.

How can I check if Echo-Synch is working?

Visit the public health endpoint: https://api.echo-synch.com/health. It returns a JSON status payload. If you suspect a workspace-specific issue, the dashboard's Settings page shows your last-sync time and any pending background jobs.

How do I cancel my subscription?

Open the dashboard, go to Settings → Billing, and click "Manage billing" to reach the LemonSqueezy customer portal. From there you can cancel — your subscription remains active until the end of the current billing period, then the workspace locks. Re-subscribe any time to resume.

I uninstalled by accident — can I recover my data?

Reinstall within one hour and your data is preserved (the deletion job runs hourly). After one hour, deletion is permanent and cannot be reversed.

Troubleshooting

Bot not responding to messages

  1. Check the channel is monitored. Dashboard → Settings → Monitored channels. The channel must be in the list AND active.
  2. Check the bot is in the channel. Type /invite @Echo-Synch in the channel.
  3. Check workspace approval. Some Slack workspaces require admin approval for third-party apps. If your install is pending, ask a workspace admin to approve.
  4. Check trial / subscription state. If the trial expired or the subscription cancelled, the bot stops responding. Re-subscribe from the dashboard's Billing settings.
  5. Check the health endpoint. https://api.echo-synch.com/health should return {"ok":true}.

I don't see a request I posted in the dashboard

  1. Confirm the channel is monitored (see above).
  2. Wait 60 seconds. AI triage runs asynchronously and can take up to a minute on first response.
  3. Refresh the dashboard. Threads tab → "All" filter to make sure you're not filtering it out.
  4. If still missing, contact support with your Slack workspace ID (the one starting with T).

Contact

Email support@echo-synch.com. We aim to reply within one business day (Italy time).

When reporting a bug, please include:

For privacy / GDPR / CCPA requests: privacy@echo-synch.com. For security disclosures: security@echo-synch.com.