Set up Microsoft Teams chat in Customer Service
With the collaboration features of Dynamics 365 Customer Service, agents can chat with subject matter experts in Microsoft Teams from within Customer Service Hub, Customer Service workspace, and your custom apps. As a result, they don't need to constantly switch between applications, saving valuable time. When these features are enabled, agents can start a new chat or link an existing chat to a record as they're working on customer records. Linking all associated chats to a record can help agents maintain all chats that are related to the record in one place. Additionally, you can write an optional introduction message that agents can use to provide further context when collaborating on Teams. The Teams chat functionality is also available in other customer engagement apps, such as Microsoft Dynamics 365 Field Service and Microsoft Dynamics 365 Sales.
Enable or disable Teams chat
To use the Microsoft Teams chat feature, you'll need to make sure that it's enabled in customer engagement apps and custom apps. To ensure that it functions correctly, it requires certain permissions to access Teams data. For more information, see Permissions required. When you have the necessary permissions in place, you can enable the functionality in the Customer Service admin center. Under the Agent experience group, select Collaboration. Three options will be available for you to set up:
Embedded chat with Teams
Meeting Integration using Teams
Customer Support swarming
When you select Embedded chat with Teams, you'll be provided with multiple options that you can set up to tailor the experience to your needs.
Next, you can enable the following options:
Turn on linking Dynamics 365 records to Microsoft Teams Channels - Allows you to pin records and views in Dynamics 365 model-driven apps to Teams channels and to integrate Dynamics 365 and Teams documents.
Turn on Enhanced Microsoft Teams Integration - Allows you to pin records and views to a Teams channel directly from Dynamics 365 and suggests members to add.
Turn on Confidential Labels - Create private Teams and add sensitivity and confidentiality labels in Enhanced Microsoft Teams Integration.
Turn on Microsoft Teams chats inside Dynamics 365 - Provides the ability to engage in Teams chats with coworkers directly from Dynamics 365.
Link chats to Dynamics 365 records - Allows you to specify which Dynamics 365 record chats can be linked. For more information, see Configure the ability to connect chats to Dynamics 365 records.
Additional settings - Allows you to specify which security roles have the ability to unlink chats from records. For example, you might provide the Service Manager security role with the ability to unlink chat records. For more information, see Configure Microsoft Teams chat in Customer Service.
After you've enabled Teams chat, you'll need to make it available to any agents who will access it. You can control which features are available to an agent by using agent experience profiles. Agent experience profiles enable you to create targeted app experiences for agents and supervisors, and they're an alternative to building and maintaining custom apps. For more information, see Agent experience profiles.
After you've enabled Teams chat, any agent who applies one of the default agent experience profiles should have Teams chat displayed in their application. If you have created custom agent experience profiles and want to ensure that Teams chat functionality is available, you can select Manage next to Turn on for specific multisession users. Select the custom agent experience profile that you want to enable the functionality for and then set Microsoft Teams to On under the Productivity pane.
Link chats to Dynamics 365 records
The ability to link Teams chats to specific records isn't limited to only customer service records, such as cases. Many different scenarios exist where you might find it beneficial to have this ability available on other record types. For example, being able to create a Teams chat and link it to a knowledge article could be helpful to article authors if they have a question about an article that they're creating. Several standard record types, including case, account, contacts, knowledge article, and email, are available out-of-the-box, or you can add your desired record type. To add more record types, select the Add Record Types option and then specify the record type that you want to add.
Within the record type, you can specify the following parameters:
Link Chat
Join chat - When this feature is turned on, collaborators with correct permissions can join linked chats.
Auto-naming - This option will name chats with the name of the record that the chat is linked to. If this option is turned off, collaborator's names will be used as the chat name.
Unlink chats
Record owner can unlink - Specifies that the record owner can unlink any chats.
Recent chat linker can unlink - Specifies that the person who initially linked the chat to the record can unlink chats.
Provide context for new linked chats - If the Introduction message toggle is turned on, when someone starts the chat, they can send information that's related to the linked record to give collaborators context.
Suggest contacts - When the Rules-based suggested contacts toggle is turned on, you can set up rules to determine how to suggest contacts that are related to the record.
When you select to use Introduction messages for a record type, you can send information that's related to the record to the person whom you'll be chatting with to help provide more context. You'll be asked to select one of the views that are associated with that record type. Based on the view that's selected, the first five fields of the view will be used as the context card details (in addition to a link to the record).
