Broadcast Notifications Into A Teams Channel

When employing Chime V5 pipeline activities, agents can receive notifications directly on their dashboard when new chat sessions arrive. By integrating Webhooks with Teams, these V5 workflows can be linked to a designated Teams channel, providing improved accessibility through broadcast notifications to Microsoft Teams.

Add Workflow for Webhook Requests to Your Teams Channel

Navigate to Your Teams Channel

Begin by navigating to the Teams channel where you want to receive broadcast notifications.

Select More Options Menu

In the chosen channel, click on the more options menu (three dots) located at the top-right corner.

Select Workflows

Select “Post to a channel when a webhook request is received”

Configure Workflow

Fill Out Workflow Name

Provide a meaningful name for the Incoming Workflow to easily identify its purpose. This will be the name that is displayed when a card is sent in the channel upon received webhook request.

Create Workflow

Configure In Chime V5 Tenant

Navigate to Chime V5 Tenant

Open your Chime V5 tenant and access the chat pipeline.

Edit Chat Pipeline

Select the Edit option in the chat pipeline.

Connect to Agent Pipeline Item

Open the details for the Connect to Agent pipeline item.

Enable Webhook

Toggle the "Webhook Enabled" option to activate the webhook functionality.

Paste Webhook URL

User Experience for the Agent in MS Teams

Related Content

• Setting Up Real-time Agent Notifications with Teams Integration

• Setting up Chat Routing Notifications for your Agents Using a Teams Channel

• Create Chat Channel for Real-Time Agent Chat Notifications Using Chat and Microsoft Teams

• Transforming Microsoft Teams into a Powerful Chat Based Help Desk