Connect Service Desk To Teams Using Teams Workflow Integration

Nov 16

Broadcast Notifications Into A Teams Channel

Connect your enterprise service desk to Teams and receive notifications for agents

Link your service desk chat to a Teams channel and receive agent notifications to the 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”

Select the Workflow option - Post to a channel when a webhook request is received — Select the “Post to a channel when a webhook request is received from the ‘Notify a team’ list

Click on the text of the list option to make a selection

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 A Name For Your Workflow & Verify Connection — Name your Workflow

Wait for your Microsoft Teams connection to verify before selecting **Next**

Create Workflow

Add Webhook Workflow To Teams Channel — Add the workflow to your Teams channel

Select the **Add workflow** button to add it to your channel and generate the Post request URL

Copy the newly generated Workflow URL

Once the URL is generated, click on the **Copy** button or manually highlight and copy the link.

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

Paste the Incoming Webhook URL into the ‘Connect to Agent’ chat flow stage

In the Webhook URL field, paste the previously copied URL from Teams.

Enable agent notification to Microsoft Teams using Webhook

Within the ‘Connect to Agent’ pipeline stage select the **Webhook Enabled** toggle to enable or disable channel notifications

User Experience for the Agent in MS Teams

View the Webhook Teams notifications for agents

Upon an incoming chat session, a broadcast notification is sent to the connected Teams channel