Fixed Slack Escalation Notifications
Resolved an issue where Slack escalation notifications displayed incorrect timestamps and occasionally failed to deliver to the configured channel.
When the AI escalated a conversation to a human agent via Slack, two issues could occur: the notification timestamp was wrong, and in some cases the notification failed to deliver entirely.
What was happening
The timestamp displayed on escalation messages used the server’s UTC time instead of the workspace’s configured timezone. Additionally, if the Slack channel had been renamed after initial setup, the delivery would silently fail because we were referencing the old channel name.
The fix
Timestamps now use the workspace timezone configured in Slack. Channel references use Slack channel IDs instead of names, so renaming a channel no longer breaks delivery. Failed deliveries now log an error and retry once before alerting the admin.
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