DM intake is not working

Use this guide when DM intake fails: you send content to the Slash Social app and no intake card, chooser, or follow-up modal appears.

Symptoms

You notice one or more of these after you message Slash Social:

• Nothing happens after you paste a link, attach a file, or send a note.
• No intake card summarizing what Slash Social detected.
• No brand chooser or follow-up modal when you expected next steps.
• Intake worked before but stopped for every input type after a workspace or app change.
• Channel commands such as /social still work, but DMs to the app do not.

DM intake captures links, files, voice notes, Slack threads, canvases, and rough notes sent directly to the Slash Social app. You must message the app in a direct message, not post in a team channel.

Likely causes

• You sent the message in a channel or group DM instead of a DM with the Slash Social app.
• The message was only a short greeting with no URL, file, thread link, canvas link, or actionable note.
• Classification had not finished yet and you checked before the intake card appeared.
• A multi-brand workspace needed a brand selection and the prompt was missed or dismissed.
• The Slack app install is stale or missing event permissions after a setup change.
• Broader Slack event delivery failed, affecting DM intake and other app-driven workflows.

Checks

1. Open Messages for Slash Social from the Slack app list. Confirm you are in a DM with the app, not a team channel.
2. Send a clear signal: a URL, file, voice note, Slack thread link, canvas link, or a text note with enough detail to act on. Short greetings alone do not start intake.
3. Wait a few seconds for classification and the intake card.
4. If your workspace has multiple brands, pick the brand when prompted.
5. Confirm /social still works in a channel. If commands fail too, refresh the workspace install.
6. Ask a teammate whether intake cards still appear for them. A workspace-wide issue points to install or event delivery rather than your message content.

Fix it

1. Resend in a direct message to the Slash Social app with a URL, file, voice note, thread link, canvas link, or detailed note.
2. Complete brand selection when prompted in a multi-brand workspace.
3. Refresh the Slack app install from https://go.slashsocial.app/slack/install when DM intake stopped working for everyone after a setup change.
4. Resend the content in a new DM after a successful reinstall.
5. Start Create manually with /social or /social-create while intake is unavailable.
6. Review supported input types in DM the bot when the idea is still raw.
7. If other Slack-driven workflows also stopped, see Slack events are not delivered.

Confirm the fix

An intake card summarizes what Slash Social detected and offers next actions such as import, draft, or save as idea. Your chosen action opens the expected modal or confirmation and the draft can reach a saved or queued state.

Prevent it next time

• Open the Slash Social app from Messages before you paste links or attach files.
• Include a URL, attachment, thread link, canvas link, or actionable note instead of a greeting alone.
• Wait a few seconds after sending before you resend the same content.
• Pick the correct brand when prompted in multi-brand workspaces.
• Refresh the app install after major workspace or permission changes.

Contact support

Escalate when DM intake fails for every input type after a fresh install while /social still works. Send support the workspace name, input type you sent (link, file, voice, thread, canvas, or note), approximate time, whether any teammates still see intake cards, and whether other Slack-driven workflows also stopped.

Related reading: DM the bot when the idea is still raw.