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

Note:
(For Enterprise grid users) Freddy AI Agent currently offers a 1-to-1 mapping of Slack instance and Freshservice. You would be able to use Freddy AI Agent only on one workspace that is 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. As soon as you click Allow, installation will begin.



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



6. (Only on Enterprise) Select the channels on which you want to enable Freddy AI Agent for auto-responses to employee queries. This enables round the clock assistance via the Freddy AI Agent in those channels. Then, click Update.



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: You can 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

When employees face issues and need assistance, they quickly search the relevant channels on Slack to get immediate assistance. These queries may be missed or become tricky for IT teams when they are ad-hoc.


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


Form compatibility with Freddy AI Agent


Note: Only forms that are simple enough to be rendered in Slack 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:

  • Must have less than eight fields.

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

  • Must not have dynamic sections

  • For Incidents:

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

    • Associating assets is not supported.

  • For Service Requests:

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

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

    • Must not have attachments marked as mandatory.

    • Adding attachments from Slack is not supported.


Learn more