Chat with your users straight from MS Teams, and get notified when a new conversation is started from neetoChat.

• Get notified when a user starts a conversation from the neetoChat.

• Get conversation messages synced to the Teams conversation channel and get updates on the Teams notification channel

• Reply to and close the conversations.

  • Send and receive messages with attachments in Teams Channel

  • Close conversation from either Chat App or Teams Channel

  • Enable other users to take part in Teams conversations

• Receive conversation assign activities on Teams Conversation channels

Here is how to get started.

Teams Authorization

• Go to Settings > Integrations

  

• Click on Login to Teams to start the Teams integration process, this will enable Teams integrations for the organization.

  

• After clicking on the button, the next page will prompt you to log in to your Teams using Microsoft Account.

  

• After login into your Teams using your Microsoft account, it will open the settings page for the Teams integration.

  Post authorization message

  • On successfully completing the authorization process, a message is sent on behalf of the neetoIntegration app on Teams, by default to General channel.

    

  Teams Settings

  Teams Settings consist of way to configure the Teams Notification channel and notification kind updates to receive on the Teams Notification Channel.

  

• Select any Notification Channel for receiving notifications from the neetoChat. Once the notification channel is selected, all the notifications will be sent to this channel.

• Any conversation initiated from the neetoChat will be notified in the channel that you've set as the notification channel.

  

• The configuration section Update Type contains two options

  • New conversations (It will post only new conversation-related messages)

  • All conversation activity (It will post all New conversations activities along with the activity of assigning/unassigning Agent)

    

Messaging and Activity updates

New conversation message

Whenever a visitor starts a new conversation from the widget, the conversation details are sent and synced to the Teams Notification channel as well. The new conversation message update to the channel contains the message: “A conversation started by Visitor email with hyperlink to contacts page” and conversation content.

Conversation content includes:

• Message content

• Assignee

• Status

• Last reply timestamp

• Pre-chat response content

• View conversation in Teams with hyperlink to the channel

Newly added Teams Conversation channel

• A new Teams conversation channel is created for the New conversation with the same details as Notification channel initial message for the new conversation.

• The conversation messages, until the Teams Conversation channel is created, are synced to the channel on channel creation.

Conversation messages from Visitors and Agents

Messages from visitors through the chat widget and agents through neetoChat application are synced to the Teams conversation channel, similarly, the messages from the Teams conversation channel are synced to neetoChat application and chat widget.

• For messages sent from Teams if the workspace user is present in neetoChat app then the conversation shall be assigned to the user similar to the way in neetoChat app.

• If the workspace user is not present on neetoChat the conversation will be assigned to Teams Integration authorizing user.

• Integration supports the use of attachments on synced chat/widget messages added in Conversation channel and messages sent from Teams.

• The messages synced from the widget/chat application are displayed as hyperlinks in the synced messages.

  

Supported Teams attachments/messages

Currently, the supported Teams attachment that can be sent to the visitor are

• Image attachments

• Video attachments

• Emoji

• GIFs

• Stickers

Conversation activity updates

Conversation assigned message

Whenever a conversation is assigned to a Team or an individual agent, an update with the assignee is sent to both Teams Notification Channel and Teams conversation channel based on Teams Update type setting.

Conversation unassigned message

On unassigning a conversation, the given update will be received on both Teams Notification Channel and Teams conversation channel based on Teams Update type setting.

Closing conversation

For closing the conversation using Teams, type /close as a message. It will close the conversation on neetoChat and delete the channel in Teams.

Similarly, closing a conversation from the neetoChat app deletes the channel in Teams and closes the conversation.