Freshservice Virtual Agent helps companies provide the best-in-class unified employee experience with an intelligent and predictive conversational AI solution that is deeply embedded across collaboration apps such as Microsoft Teams and Slack. 

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 Slack?

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.

Under Connect More Channels section, you will see Microsoft Teams and Slack.

Click Install next to Slack to get started.

If you're configuring the set-up for the first time, please choose Connect Slack to get started.

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

In the next screen, you’ll be asked permission to allow ServiceBot to access your workspace. You can give permission to ServiceBot by clicking on Allow.

Now your Virtual Agent is set up and you can set up your notifications for your agents and requesters.

You can also see that Slack is shown as Active under your "Connect more channels" section.

Adding Virtual agent to public channels

When employees face issues and need assistance, they quickly hit up relevant channels on Slack to get immediate assistance. These queries become tricky for IT teams to stay on top of as they are ad-hoc and can be missed. 

By adding virtual agent to public channels, enable quick assistance to employees’ questions without increasing the workload for agents. Virtual agents will then intercept conversations on these channels to provide instant support.

Learn more