Slack messaging

We share Slack channels with many of our customers and partners via Slack Connect, managed through Pylon. These channels are normally used for support and relationship building, but Pylon's broadcast functionality also lets us send a single message to every customer or partner Slack channel at once.

This is a powerful way to amplify product announcements and other comms directly to the people building on PostHog, alongside our usual email and in-app channels.

Slack broadcasts do not reach our PostHog Discord. The Discord community is managed by the IRL Events team, not Marketing, and is a separate audience. If you want your message to reach Discord too, coordinate with the IRL Events team.

When to use a Slack broadcast

Broadcasts go to every shared customer and partner channel, so they're best reserved for messages that are genuinely relevant to that whole audience. Good candidates include:

• Major product announcements and new product launches.
• Pricing or plan changes that affect customers.
• Maintenance and incident comms where customers should be aware of disruption.
• Invitations to betas, events, or programs aimed at existing customers.

Because every customer sees the same message, keep broadcasts infrequent and high-signal. If a message is only relevant to a subset of accounts, it's usually better to let the account owner share it directly.

Check with Sales before sending

Broadcasts reach live customer and partner channels, and Sales or the TAMs may know of sensitive accounts that should be excluded from a particular comm. Always give them a chance to flag any before you send:

1. Share a brief update in #group-cs-sales-support describing the comm you're about to send and who it will reach.
2. Allow at least 24 hours for salespeople and TAMs to respond with any accounts that should be excluded or any other concerns.
3. If no feedback is received within that window, go ahead and send your comm – you don't need to wait for explicit sign-off or be blocked.

This step is required, but it keeps PMMs unblocked while giving the people closest to our customers a simple way to catch anything sensitive.

How to send a broadcast in Pylon

1. Log into the Pylon admin using SSO with your PostHog email address.
2. Find the broadcasts feature in the Pylon UI and create a new broadcast.
3. Select the audience – typically all customer and/or partner Slack channels. Double-check the audience before sending, as the message goes to live customer channels.
4. Write your message. Keep it short, friendly, and link out to the changelog, blog post, or docs for the full detail.
5. Preview, then send.

Before you send

• Write copy that follows our style guide. These messages land in customer-facing channels, so they should read like a helpful heads-up from a teammate, not a press release.
• Link, don't dump. Point people to the canonical source (changelog, blog, docs) rather than pasting long updates into Slack.
• Coordinate with related comms. A broadcast usually accompanies an email and/or in-app announcement. Make sure timing and messaging are consistent across channels.
• Remember the audience is live customers. Once sent, a broadcast cannot be unsent from people's Slack, so review carefully.