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Can you configure Slack chat (Halp/Assist) for use with customers?

I've implemented Assist (Chat) in Slack to improve communication on Service Desk requests, but even all my Service Desk techs don't seem to see issues using it.
One of the main uses is to make it so Customers (reporters) and Service Desk personnel can reply without opening a request each time.
1. Is it possible to use with Customers?
2. How can i get it to work with at least ALL those with Service Desk privileges?

Thanks

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