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.

Enabling Virtual agent on Microsoft Teams

1. Navigate to Admin > Virtual Agent > Settings

2. Under Enable Virtual agent in the Support channels section:

        a. Choose from the list of teams where the Virtual agent has already been added

        b. Select the channels in those teams where you want the virtual agent to auto-respond for relevant queries

3. You can enable a maximum of 10 channels for auto-responses at the moment

4. To remove the virtual agent from any channel, simply de-select the channel from here

5. You can only enable auto-responses for a channel inside a specific team if the virtual agent is already added to the team. To add a bot to a specific team:

    a. Head to that team on MS Teams and simply@mention the bot. (OR)

    b. Click on the three dots on the team name in MS Teams & head to Manage Team > Apps to add the Virtual                 agent app to the desired team

Enabling Virtual agent on Slack

  1. Navigate to channel details on the channel where you want to add the virtual agent. Right-click the channel and choose View Channel Details, (OR) click on the channel name at the top of the window

Note: You can’t add the VA to a private channel

2. Click on the Integrations tab.

3. Under the Apps section, 

  1. Choose the Add an App option.

  2. Search for the Servicebot app and click on add.


4. The Virtual agent will be added to the channel and will start responding to questions, whenever it has an answer.