Use Microsoft Teams channel

Note

The feature availability information is as follows.

Dynamics 365 Contact Center—embedded	Dynamics 365 Contact Center—standalone	Dynamics 365 Customer Service
Yes	Yes	Yes

When you sign in you can see your work items on the agent dashboard. More information: View agent dashboard and agent conversations

Prerequisite

Make sure that your administrator has configured a Teams channel.

Incoming Teams chat notification

You'll receive a notification when a customer requests a conversation through Teams. When you accept the Teams chat request, a session is started, and you'll see the communication panel in which you can exchange messages with the customer.

In the application, you can:

• View customer information on Active Conversation form.
• View the communication panel.
• Use call options and visual engagement in live chat.
• Monitor real-time customer sentiment.
• Manage sessions.
• Manage applications.
• Use these productivity tools:
  • Use agent scripts
  • View smart-assist cards
  • Use the productivity pane
• Create a record.
• Search, link, and unlink a record.
• Search for and share knowledge articles.
• Take notes specific to a conversation.
• Understand conversation states.
• Manage presence status.
• Search for transcripts.
• View conversation and session forms.
• View the active conversations for an incoming conversation request.
• Search for transcripts.

If your administrator has enabled the option to initiate voice and video calls (in preview) during the conversation, the options to use voice and video will be available on the communication panel menu.

See also

Configure a Microsoft Teams channel