Solid: Keeping Enterprise Customer Conversations in Slack

Solid Labs, which is building an AI video production platform for growth teams, works closely with its customers – including enterprise brands that communicate only on Microsoft Teams. With Conclude, Solid connects those customers’ Teams channels to its Slack workspace, so the whole team can access the conversation in one place.

The Challenge

Solid started as a Slack-first company, and so did its early customers. As it began working with larger, enterprise customers, it met organizations whose IT structures meant Microsoft Teams was the only option – with no flexibility to join Slack.

With no shared platform, Solid fell back on email. This led to:

• Limited visibility: customer requests landed in individual inboxes, so colleagues in sales weren’t always copied on threads with product
• Scattered conversations: customer communication was split between email and Slack, with no single source of truth
• Harder follow-up: keeping track of customer requests and tasks took extra effort across channels

The result: less transparency across the company and a greater risk of customer requests waiting longer than they should.

The Solution

Solid wanted its team to stay in Slack while customers kept working in Microsoft Teams. Guest Teams accounts, or extra Teams licenses would have split the team’s attention across two platforms, so after researching alternatives, Solid chose Conclude for:

• A focus on communication: cross-platform messaging without features the team didn’t need
• Pricing that fits: plans that matched the number of seats Solid needed
• Effortless setup: customers connect from Teams with no concerns, and Solid’s team never has to think about the other side

Setting up Conclude was straightforward. To this day, I haven’t had to support a single customer through setup – it just works.

— Noah Klapper, Product & Customer Lead at Solid

How Solid Uses Conclude

Each enterprise customer gets a dedicated, connected channel:

1. Solid chooses a Slack channel and sends the customer an invite from Conclude
2. The customer connects their Microsoft Teams channel, with the Conclude bot joining the conversation
3. Messages sync in real time – the customer replies in Teams, and Solid replies in Slack

Current Use Cases:

• Customer communication: the team handles requests and questions with enterprise customers several times a week, without leaving Slack
• Cross-team visibility: product and sales can both follow customer conversations, rather than relying on who was copied on an email
• Mobile responsiveness: with Slack on their phones, the team sees customer messages from Teams the moment they arrive

Not everyone is on every email thread. If it’s a channel, then everyone can access it on our Slack. Knowing that everything is in one place obviously helps a lot.

Benefits of Using Conclude

• Everything in one place: all customer conversations live in Slack, whichever platform the customer uses
• Company-wide transparency: anyone at Solid can open a customer channel and get up to speed
• Faster response times: the team knows immediately when a customer needs them, significantly reducing response time
• No extra licenses: Solid avoids paying for Teams licenses or managing guest accounts
• Easy for customers: enterprise customers keep working in Teams, with no change to their tools or processes
• Peace of mind: with nothing hidden in individual inboxes, the team stays on top of every request

Conclude lets Solid work with enterprise customers on Microsoft Teams without changing how its own team works – making it a natural fit for Slack-native companies moving upmarket.

The biggest benefit of Conclude is having everything in one place. I know immediately when customers want to address me, no matter where they are communicating, and it significantly reduces my response time.