Set Up Service Desk Chat With Chat Routing Notifications For Agents

Route Notifications Directly To Your Teams Channel

Our platform is designed to help resolve employee problems - typically using chat, chat based FAQs, and allow service desk agents to use chat to resolve employee questions. This web hook notification will use Microsoft Teams to send agents notifications of inbound chat sessions.

When employing Chime V5 pipeline workflows, agents can now 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.

Add Incoming Webhook 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.

Navigate to Connectors

• Depending on your Teams version there will be two different ways to get to the Connectors menu.

  • (Old Teams) From the dropdown menu, select Connectors.

  • (New Teams) From the dropdown menu, select Manage Channel, then under the Connectors section, click Edit.

Configure teams channel notifications - navigate to Teams channel connectors

From the dropdown menu, select Connectors

Add Incoming Webhook

Add Incoming Webhook from the list of connectors

Click on the Add button next to the Incoming Webhook option.

Confirm adding Incoming Webhook to your Teams channel

On the Incoming Webhook page, click Add again to configure the webhook.

Configure Incoming Webhook

Navigate Back to Connectors

• Return to the Connectors menu.

Configure Incoming Webhook

• Click on the Configure button next to the Incoming Webhook option.

Configure Incoming Webhook from the list of connectors

Click on the Configure button next to the Incoming Webhook option.

Fill Out Webhook Name

• Provide a meaningful name for the Incoming Webhook to easily identify its purpose.

• Optionally, you can also click the Upload Image button to additionally change the branding image used when it sends messages.

Create Webhook

Create web hook for chatbot - name and create your Incoming Webhook URL

Click on the Create button to generate the Webhook URL.

Copy Webhook URL

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

Copy the newly generated Webhook URL - to notify using Microsoft Teams

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

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

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.

Agent Experience

• When a Guest/End User works through a chat session to start routing to agent, a broadcast notification is sent to the connected Teams channel and all Agents will have the ability to accept the chat session.

agents can accept chats using Microsoft Teams - View the Webhook Teams notifications for agents

Setup chatbot to to send a broadcast notification to the connected Teams channel