The Slack ServiceBot is a great resource to streamline engagement with our users directly in Slack. Unfortunately, the current ServiceBot’s permissions only allow Slack admins to authorize the app for installation with a Slack org but still requires each user to search for the app and manually install it before they can interact with the virtual agent. This prevents teams from being able to roll out the ServiceBot (or the slack user agent) to groups/teams/company wide.
This is due to the ServiceBot missing the following two permissions that is common with most Slack virtual agents:
Adding these two permissions would grant the ServiceBot the ability to initiate outreach without requiring users to manually search and add it first after the ServiceBot has been authorized for an org. In practice, orgs that have approved the ServiceBot for use would no longer need to prod users to install the app and instead when a Freshservice ticket is updated, for example, the ServiceBot would start a DM with the relevant users thus introducing itself and allowing new and existing employees to engage with the ServiceBot right away.
