Microsoft Teams Messaging Channel
When integrated via an app for Microsoft Teams, Bright Pattern Contact Center omnichannel cloud call center software enables interactions with app users using messaging, images, and more.
This integration allows Microsoft Teams users to interact with your contact center using a custom Microsoft Teams app. You create and publish a Teams app and integrate it with Bright Pattern Contact Center. Users install the app in their Teams accounts, and interactions they initiate with the app are routed and processed according to the service, scenario entry, and scenario associated with the integration.
Learn how to:
- Create an app for Microsoft Teams to integrate with Bright Pattern Contact Center
- Configure integration of the app for Microsoft Team in Bright Pattern Contact Center
- Test your messenger integration
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To learn how to use Microsoft Teams for internal communications between agents and experts within Bright Pattern Contact Center, see the section Microsoft Teams Integration Configuration for Admins. | |
Supported Capabilities
Bright Pattern Contact Center's omnichannel platform supports sending many content types in messages. The supported content types and capabilities for Microsoft Teams include:
| Content/Capability | Support | Note |
|---|---|---|
| Audio attachment | ||
| Arbitrary attachment | x | Agents are able to receive attachments. |
| Contact | ||
| Delivery notification | ||
| Emoji | Agents receive reactions as verbal expressions in text messages. For example, if the user reacts to a message with a "Thumbs Up", the agent will receive a text message like "[username] liked [message]" | |
| HTML content | ||
| Image | x | |
| Initiate outbound session | ||
| Location | ||
| Quick-reply buttons | x | |
| Read notification | ||
| Sticker | x | Stickers are received as a png image. |
| Text message | x | |
| Typing notification | ||
| URL | x | |
| Video attachment |