Provide a unified employee experience with conversational AI embedded in Microsoft Teams using Freddy AI Agents.


Note: 
  • For Enterprise users: Freddy AI Agent currently offers a 1-to-1 mapping of MS Teams and Freshservice. Freddy AI Agent is limited to the workspace integrated with Freshservice. Multiple workspaces are currently not supported.

  • Users need to be an Admin on Freshservice and a Global Admin on MS Teams to set this up. To set it up successfully, you also need to login to the same MS Teams account you integrate with.


How to set up Freddy AI Agent within MS Teams? 

  1. Go to Admin > Channels > Servicebot for Microsoft Teams.
  2. Click Install.
  3. Select the features you want to enable with Servicebot, and click Install.

    Plan

    Features

    Starter

    Ticket updates, Ticket management

    Growth

    Everything in Starter +

    Ticket collaboration, On-call management

    Pro

    Everything in Growth +

    Project management

    Enterprise

    Everything in Pro +

    Freddy AI Agent

    Note: Servicebot features are subject to availability based on your plans.


  4. Click Accept to authorise permissions by using your Microsoft admin account credentials.


  5. Select the events for which you want to set up notifications through Servicebot. Then, click Save and Continue.

  6. Click Get Started to open up the Freddy agent to select users. Create a test group to test the Freddy AI agent before launching it to everyone.
  7. Add agents to the test group. You may also add requesters to the test group.
  8. Create the name of the channel to which the Freddy AI Agent will be enabled for testing. The agents added to the test group will be added to the dedicated MS Teams channel and receive an email notification.

  9. Click Launch now to enable Freddy for select users. Freddy will be launched in the testing period.


Once satisfied with the results of your experient, click Launch to everyone and roll out the Freddy AI Agent to all users on Slack.

Your Servicebot for Slack is now good to go. You can continue to manage configurations for all Servicebot features from the Admin page.


Additional configurations you can manage for effective use of Freddy AI Agent:

  • Freddy AI Agent: Manage channels on which you want Freddy AI Agent enabled for auto responses.

  • Customise your bot in MS Teams: You can customise the Bot logo, name, and much more according to your organisation’s needs. Pin the bot for ease of access.


Pinning to the left navigation menu in Microsoft Teams


(As an Admin in MS Teams) To access Servicebot quickly, you can pin the Servicebot to the left navigation menu. See this article on how to add pinned apps to your Microsoft Teams instance.


Form compatibility with Freddy AI Agent


Note: Only forms that are simple enough to be rendered in MS Teams are supported. For other forms, users will be redirected to the self-service portal for filling the form.


Forms that are supported should fulfil 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 multi-select 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 MS Teams is not supported.