Slack Overflow: How We Scaled Slack to Support 1000s of Developers

Author here! Wasn't expecting this to be posted today but AMA about this implementation.

tl;dr We rolled a two-way Slack bridge with full impersonation into our custom help center software to make 1000s of developers feel like they're getting white glove support directly in Slack. Happy to chat about tangents I couldn't completely explore in the blog.