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. 

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.

For Agents & Requesters:

  1. Once admin installs the Servicebot in Slack, other users can add the Servicebot to their Slack easily.

  2. Use the global search bar in Slack and search for Servicebot

  3. Click “Connect” to get started.

In the next screen, agents will be asked permission required for ServiceBot. You can give permission to ServiceBot by clicking on Allow.

If you are setting up Slack integration for Project Management, please refer to the installation guide here.