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Troubleshooting

Common issues with Branco integrations and how to resolve them.

Slack Bot​

The bot isn't sending messages​

  1. Check FEEDBACK_ACTIVE — Navigate to Settings and confirm the toggle is On.
  2. Check the integration status — Go to Integrations and verify the Slack connection is active.
  3. Check the users — Make sure the expected recipients are Active in User Management and have Slack accounts in your workspace.
  4. Wait for the cadence — The bot sends peer feedback once per week and self-reflections every two weeks. If you just connected, it may take a few days before the first round goes out.

The bot lost its connection​

Re-authorize the integration by clicking "Enable Branco" again on the Integrations page. You'll go through the Slack OAuth flow again. Existing feedback data in Branco is not affected.

Some users aren't receiving messages​

  • Verify they're Active in User Management (not Inactive).
  • Confirm their email in Branco matches their Slack account email.
  • Check that they haven't blocked the Branco bot in Slack (they'd need to unblock it from their Slack settings).

BambooHR​

Job titles aren't syncing correctly​

Check the HRIS_SYNC_TITLE_FIELD setting in Settings. The default value is jobTitleName, but your BambooHR instance may use a different field. Update it to match.

New employees aren't appearing in Branco​

  • The sync runs once daily — they should appear within 24 hours of being added to BambooHR.
  • Confirm HRIS_SYNC_ACTIVE is toggled On in Settings.
  • Verify the employee is active in BambooHR (not in draft or terminated status).

Manual changes keep getting overwritten​

This is expected behavior. The BambooHR sync overwrites Branco data with whatever's in BambooHR on each daily run. If you need to change a user's title, manager, or other synced field, make the change in BambooHR and let it sync over.

To stop this behavior entirely, toggle HRIS_SYNC_ACTIVE to Off.

I need to disconnect BambooHR​

Toggle HRIS_SYNC_ACTIVE to Off in Settings. This stops the daily sync. User data already in Branco remains intact — nothing is deleted.

General​

I can't access Integrations or Settings​

You need IT Admin permissions. Check with your Branco Admin to make sure your account is assigned the IT Admin role in Company Settings → Company tab.

← Back to Branco for IT Admins