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

TABLE OF CONTENTS


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


How to set up Freddy AI Agent within Slack?

  1. Go to Admin > Channels > Servicebot for Slack.

  2. Click Install.
  3. Select the features you want to enable with Servicebot, and click Install.
    Note: Servicebot features are subject to availability based on your plans.

    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


  4. Click Accept to authorise permissions by using your Slack account credentials. Click Allow to begin installation.

  5. Select the events for which you want to set up notifications through Service bot. 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 Slack channel and receive an email notification.

    Pro-tip: Edit the testing group to add more agents/requester to test the Freddy AI agent. 

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

    Once satisfied with the Freddy AI agent, 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 Servicebot features:

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

  • Collaborate: Allow agents to create channels when they want to initiate a collaboration on a ticket within Slack.

  • On-call Management: Manage your on-call schedules.


Other configurations you can manage:

  • Customise your bot in Slack: Customise the Bot name according to your organisation’s needs. 

  • Servicebot notifications: Use the 'Settings' icon to manage Servicebot notifications.


Adding Freddy AI Agent to public channels

Add Freddy AI Agent to public channels to offer quick assistance to employees and reduce workload for agents. Freddy AI Agent will intercept conversations on public channels to provide instant support. Learn more


Form compatibility with Freddy AI Agent


Note:  Only forms simple enough to be rendered in Slack are supported. If a form is not supported, users will be redirected to the self-service portal for filling the form.


Make sure that your forms fulfill the following conditions to ensure that they are supported:

  1. Must have less than eight fields.

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

  3. Must not have dynamic sections

  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 Slack is not supported.