Employees are accustomed to the advantages of instant help and self-service as external consumers. They expect the same level of support when they contact the service desk for support.

Freshservice's Virtual Agent on Microsoft Teams enables companies to give instant and round-the-clock support to their employees. Virtual Agent does not involve any extensive configuration or bot training. It delivers value right from Day 1 deflecting tickets for your agents.

Note for Slack Enterprise grid users:
Virtual agent currently offers a 1 to 1 mapping of slack instance & Freshservice. You would be able to use Virtual Agent only on 1 workspace that is integrated with Freshservice. Multiple workspaces are not currently supported.

How to set-up Virtual Agent within Microsoft Teams?

Note: User has to be an Admin on Freshservice and a Global Admin on Microsoft Teams to set this up. You also need to login to the same Microsoft Teams account you integrate with to set this up successfully. 

Virtual Agent functionality is is facilitated by Servicebot app within Microsoft Teams and is supported for both requesters and agents.

Please navigate to Admin -> Channels -> Chat -> Virtual Agent in your Freshservice instance. If your account has more than one workspace, navigate to Admin > Global Settings > Channels > Chat > Virtual Agent.

If you have already connected your Microsoft Teams instance with Freshservice, you can enable Virtual Agent directly by choosing to Get started with Microsoft Teams.

If you're configuring the set-up for the first time, please choose Connect Microsoft Teams under Let's get started. 

Authorize using your Teams account and configure notifications for agents and requesters.

Pinning Servicebot to left navigation bar in Microsoft Teams:

To access Servicebot quickly, as an Admin in Microsoft Teams, you can pin ServiceBot to the left navigation bar. Please refer to this article from Microsoft Teams on how to add pinned apps to your Microsoft Teams instance.


Form compatibility with Virtual agent

Only forms that are simple enough to be rendered inside Microsoft Teams are supported. For other forms, users are redirected to the self-service portal for filling the form.

Forms that are supported should fulfill the following conditions:

  1. Must have less than eight fields

  2. Must have less than 100 choices across all dropdown fields

  3. Must not have dependent fields,dynamic sections or multiselect fields

  4. For Incidents:

    1. Must not have business rules configured on an incident form

    2. Associating assets is not supported

  5. For Service Requests:

    1. Must not have dropdown fields that select options from a data source

    2. Must not be a loaner item or have child items

    3. Must not have attachments marked as mandatory

    4. Adding attachments from Microsoft Teams is not supported