How to add the Freddy AI Agent to a public channel on Slack and Microsoft Teams

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 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.

Enabling Freddy AI Agent on Microsoft Teams

1. Navigate to Admin > ServiceBot for MS Teams under Channels. Learn more about the new experience. 

2. For MS Teams, click Enable Freddy AI Agent in support channels.

3. Under Enable Freddy AI Agent in the Support channels section:

        a. Choose from the list of teams where the Freddy AI Agent has already been added.

        b. Select the channels in those teams where you want the Freddy AI Agent to auto-respond for relevant queries.

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

5. To remove the Freddy AI Agent from any channel, simply de-select the channel from here.

6. You can only enable auto-responses for a channel inside a specific team if the Freddy AI 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 Freddy AI Agent app to the desired team.

Enabling Freddy AI Agent on Slack

1. Navigate to Admin > ServiceBot for Slack under Channels. Learn more about the new experience. 

2. Click on 'Add Channels' available under Freddy AI Agent section to Enable Freddy AI Agent in support channels.

3. In the configurator that opens, select the channels from the search to enable Freddy AI Agent to those channels

4. (Optional) You can choose to enable Freddy AI Agent to allow ticket creation when it does not have an answer for the incoming user query. This can be done by enabling the toggle.

5. The Freddy AI Agent will be added to the channel and will start responding to questions, whenever it has an answer.

Note: You can’t add the Freddy AI Agent to a private channel.