Can only one support channel be used for carrying out this testing, or multiple channels can be created? 


Multiple support channels can be created for testing. You can start trying the bot by adding it to one or many (up to 10) test channels with a focussed set of users to evaluate Freddy AI Agent. 

Best practices for testing Freddy AI Agent


Best practices to consider for testing the bot includes:

  1. For MS Teams, the chances of user self-discovering the bot can be reduced by ensuring the Servicebot app is not added to pinned apps in MS Teams admin console (https://learn.microsoft.com/en-us/microsoftteams/teams-app-setup-policies#pin-apps).

    1. This must be added to the pinned apps, post testing though for better adoption

  2. For Slack & MS Teams, use customizations like renaming the bot to something that user’s do not search for like Internal-Test-Bot.

    1. Rename & customize the bot post testing for better discoverability.