Add Incoming Chat Notifications To Your Chat Channel

Our platform is created to solve employee problems. Add a new chat channel, integrated with Microsoft Teams, and help resolve employee problems with your FAQs, integration with Microsoft SharePoint, or by using an advanced AI powered chatbot. Of course, if employees need to chat with your service desk, or HR department, then route to chat in real-time - and solve issues immediately.

This feature allows agents to receive real-time chat notifications in their Teams client when an employee’s chat request is routed to them, directly from the bot.

In this guide, we'll walk you through the setup process to ensure a seamless integration into your workflow.

Prerequisites

Before diving into the setup, ensure that you have the latest version of Chime V5 installed - or just install from the Microsoft Teams Store and start an evaluation.

Integration with Teams

Chime V5's real-time agent notifications are integrated into the features associated with routing inbound request to agents. Agents may receive notifications using a browser, via Microsoft Teams, or possibly using a Windows application. The Microsoft Teams channel webhook notification feature is also valuable and easy to configure.

Agents can now receive notifications in their Teams client when a chat is routed to them, in addition to the existing webhook method for routing into a Teams Channel.

User Settings Management

To enable these notifications, user settings must be configured to store the Teams ID and conversation ID reference for each agent. This information is added to the Orchard User record, similar to the setup for the Agent Profile.

User Settings in the Admin Area

In the Admin section, navigate to the user record, where a new "Teams Notifications" tab has been added. Here, administrators can manage Teams addresses for each user.

User Settings in Manager Area

For the Manager dashboard, a new section in the user page displays Teams notification settings. Managers can easily view and update this information when managing agents.

User Settings for Agents

Agents can access their Teams notification settings on their Agent Dashboard Settings page. Additionally, buttons are available to Install Chime in Teams and Start Chat in Teams, facilitating the capture of Teams address information.

Tenant-level Configuration

At the tenant level, administrators can configure additional settings to customize the Teams integration experience.

• Tenant-wide enable/disable toggle: Easily enable or disable the feature for the entire tenant.

• Override for the Teams App Id: Specify the App Id based on the installation method, ensuring seamless integration.

• Adaptive Card Template: Customize the notification's appearance using an Adaptive Card Template.

Sending Agent Notifications

With the setup complete, agents, having their Teams Addresses captured, will receive notifications in their Teams client when a chat is routed to them.

The implementation of this feature is seamlessly integrated into the Orchard Workflow events, requiring no changes to the chat pipeline. While it's not tied to Teams presence, agents need to have a Chime browser window open and be available to receive notifications.