Abbot's pretty great, but uses a chatbot with customers. We stay behind the scenes and empower the reps to respond themselves. We also support email <> Slack which they do not
It's true that we use a bot user in channels - we do this to help synchronize conversations that happen in Slack with other systems. We figure that conversations happen in Slack but often get shared elsewhere. Abbot only responds if customers set it up to do that.
Good luck with your launch!