The virtual agent feature is only supported on the enterprise plan of Freshservice. If you are installing the ServiceBot for slack integration on any other plan, the virtual agent feature will not be available to you.

This means:

  1. Agents can use the app to collaborate and resolve tickets faster. Checkout the functionality available for agents here.

  2. Requesters will not be able to use or interact with the ServiceBot

  3. The bot will not reply with suggestions for messages that are sent to it directly

  4. Requesters will not receive notifications about updates on the tickets requested by them