Simplify Cross-Department Chat Routing with Tenant Transfer
How To Guide to Configuring Tenant Transfer Pipeline
Simplify chat routing with the tenant transfer feature to easily move a chat session from one tenant to another. In this blog post, we'll walk you through the process of setting up and using this feature.
This can move a chat from one department (say IT Support) to another department (maybe HR). So, a company may be created with multiple departments and it is important to transfer a chat from one department to another department - and the chat session maintains all the original data, is managed using chat from with Microsoft Teams, and the employee seeking help can communicate with multiple departments from one single inbound UI - for example: the app icon on Microsoft Teams.
The Tenant to Tenant Transfer Pipeline Action is a powerful tool that allows you to direct chat sessions from one tenant to another with ease. Essentially, it enables you to transfer chat sessions to a specified tenant, and these sessions will follow the pipeline configured for the 'Primary Tenant Pipeline.' Let's dive into how this works with an example.
Example Scenario:
Imagine you have a company with a primary tenant where all incoming chats are initially routed. However, your users may need specific support or content that resides in other departments (for example, IT, HR, Legal). This is where the Tenant to Tenant Transfer Pipeline Action comes into play.
Transfer tenants within your service desk chat flow to receive designated support
Example of a chat application connecting to both the IT Service Desk and the HR department. Our single chat app can interact with multiple departments
As shown in the diagram above, the user starts in the primary tenant and then selects an option to be transferred to a different tenant that can provide the necessary support or content.
In your enterprise service desk chat flow make a selection to transfer tenants based on your support needs
Build a chatbot to chat with the IT Service Desk or the HR department - and use FAQs to help resolve employee problems.
Pipeline Configuration
To make the Tenant to Tenant Transfer Pipeline Action work seamlessly, you need to configure a few key settings:
1. Tenant ID:
This is the unique identifier for the target tenant where you want to transfer the guest.
2. Transfer Message Template:
Create a card that will be sent to the guest when they are transferred to the designated tenant.
Define your target transfer tenant within the service desk chat flow
Build a chatbot to transfer chats to HR or IT - and use FAQs in the chat app - deployed using Microsoft Teams App Store
View the tenant transfer stage within your service desk chat flow
Another FAQ chatbot to transfer a chat between 2 departments - install into Microsoft Teams using MS Teams Store
Metadata
Metadata plays a crucial role in ensuring the smooth transfer of chat sessions between tenants. Here's a list of metadata items that are added to the chat session on both the sending and receiving tenants:
On Sending Tenant (Transferred From):
Session.TransferredFrom.SessionId
Session.TransferredFrom.TenantId
Session.TransferredFrom.TenantName
On Receiving Tenant (Transferred To):
Session.TransferredTo.SessionId
Session.TransferredTo.TenantId
Session.TransferredTo.TenantName
View metadata from the previous tenant in the service desk chat flow
Build a chatbot and capture all data for reporting and routing to service desk agents
With this metadata, you can keep track of the session's origin and destination, making it easier to manage and analyze the flow of chat sessions between tenants.
In conclusion, the Tenant to Tenant Transfer Pipeline Action is a valuable feature that simplifies the process of routing chat sessions to the right tenant. Whether your users require specialized support or access to specific content, this action ensures a smooth and efficient transfer process.
So, go ahead and configure your Tenant to Tenant Transfer Pipeline today to provide a seamless chat experience for your users across different tenants!