Digital messaging support for Microsoft Teams

Enabled for Public preview Early access General availability
End users by admins, makers, or analysts This feature is released. Apr 1, 2020 - -

Business value

Businesses that already use Microsoft Teams for internal business collaboration can now use it to facilitate internal support delivery to employees. This may reduce the number of tools and infrastructure a business has to manage for internal business operations and simplify the user experience, depending on the solutions they already use.

Feature details

As organizations continue to adopt Microsoft Teams for internal team collaboration and business operations, there is an increasing desire to allow their employees to obtain internal support through Teams. This feature allows organizations to connect their employees with internal support personnel using Omnichannel for Customer Service by bringing in Microsoft Teams as an engagement channel for support of internal functions like tech support, human resources, and finance.

  • Administrators can configure the Microsoft Teams channel in the Omnichannel Administration app.
  • Employees can contact the business through Microsoft Teams and seek support in an asynchronous nature.
  • Agents can use the same unified, contextual, and productive Omnichannel for Customer Service app interface to engage with customers and resolve their issues.
  • Supervisors and managers can access the rich reports to run the support center efficiently and effectively.

See also

Configure a Microsoft Teams channel (docs)