Chat with Microsoft Teams users

When the chat with Microsoft Teams feature is enabled, 8x8 Contact Center agents can chat and collaborate with their 8x8 Microsoft Teams contacts from 8x8 Agent WorkspaceClosedThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions.. This feature simplifies cross-organizational communication, promotes quick call resolution, and empowers agents to collaborate effortlessly with contacts that are on the Microsoft Teams platform.

Note: You must have a license to use Microsoft Teams to be able to chat with your Microsoft Teams contacts from 8x8 AgentClosedAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace.

Limitations

  • Reactions to messages in Teams are received by the agent as individual messages.
  • Read receipts for Microsoft Teams messages are not supported in 8x8 Agent Workspace.

Connect your Microsoft Teams account to 8x8 Agent Workspace

When the chat with Microsoft Teams feature is enabled for your account, and you log in to your 8x8 Agent Workspace account, you are prompted to connect to your Microsoft Teams account. You must authenticate to sync your accounts to have the ability to chat with your Microsoft Teams contacts directly from 8x8 Agent Workspace.

To connect to your Microsoft Teams account:

  1. Log in to your 8x8 Agent Workspace account.
  2. When prompted to connect to your Microsoft Teams account, click Authenticate now.

    3. Note: If the prompt closes before you take action, or you decide to authenticate later, you can initiate the authentication from your profile at any time; select Change status > My profile > Settings, and from the Connect your Teams account section, click Authenticate to Microsoft Teams.

  3. In the Microsoft login page that displays, add your Microsoft username and password.
  4. Click Sign in.

  5. A notification displays in AW and the Microsoft Teams login page if the authentication is successful.

If the authentication fails or your account lacks the required Microsoft Teams license to support chat with Microsoft Teams in 8x8 Agent Workspace, you will be prompted to re-login or contact your administrator.

How are Microsoft Teams contacts displayed in the Contacts directory?

Microsoft Teams contacts imported by the admin are added to the Contacts directory. The Microsoft Teams contacts that match existing 8x8 Work or 8x8 Contact Center users are added to the existing contact details to avoid duplicates. This helps keep contacts organized and easy to identify by the relevant icon and job title.

To facilitate efficient access to contact information, 8x8 Contact Center agents and agents with multiple identities are displayed at the top of the list, in alphabetical order, followed by users with only an 8x8 Work license, a Microsoft Teams license, and Microsoft Teams and 8x8 Work licenses.

You can quickly identify specific users using the search bar or the Type filter. Click Show more under the contact name to display all the identity details of that user.

View a contact’s presence

The presence status of each contact is displayed under their name. If the contact has multiple identities, the presence displays the status of the main license in the following order:

  • 8x8 Contact Center
  • Microsoft Teams
  • 8x8 Work

Let’s say Anne needs to send a message to Taylor and Robin to notify them about an outstanding invoice. Taylor has multiple identities associated with their account, such as an 8x8 Contact Center license, a Microsoft Teams license, and an 8x8 Work license. When Anne searches for Taylor in her contact directory, she will see Taylor’s Contact Center presence displayed as that is the main license assigned to Taylor. Since Ben only has a Microsoft Teams account, Anne will see Ben’s Microsoft Teams presence.

How to initiate a chat with a user with multiple identities

When a contact has multiple identities (they are a Contact Center agent, a Microsoft Teams and/or 8x8 Work user), all available identities are listed under the same user. Click Show more under the contact name to display all the identity details of that specific user.

To initiate a chat with a user:

  1. Click Contacts from the bottom left side of the Control Panel.
  2. Search for the contact or use the Type filter to display the relevant contacts.
  3. Depending on whether the contact has one or multiple identities, and which identity you wish to engage in a chat with, you can:
    • Send a chat to the main account (e.g. the Contact Center account) by clicking the Start a chat icon located next to the contact’s name.
    • Send a chat to the user’s Microsoft Teams by expanding the list to show all the identities and clicking Start Teams chat from the Microsoft Teams user section. The chat is sent only to the user’s Microsoft Teams account, and 8x8 Work account if a license is available.
    • Send a chat to the user’s 8x8 Work by clicking Start user chat from the 8x8 Work user section. The chat is sent only to the user’s 8x8 Work account, and Microsoft Teams account if a license is available.

    Note: As an8x8 Contact Center agent, you must first initiate the chat with a Microsoft Teams user for that user to be able to send chat messages to your agent account.

  1. The chat panel displays in 8x8 Agent Workspace.
  2. Type your message.
  3. Click Send .

Identify edited or deleted messages from Microsoft Teams

When a Microsoft Teams user edits or deletes their messages, the changes are reflected in 8x8 Agent Workspace in real time. Edited or deleted messages indicate the time and date the message was deleted or edited. This ensures that chat records are kept accurate.

How do I connect with another Microsoft Teams account?

To disconnect 8x8 Agent Workspace from your Teams account and connect it to a new Microsoft Teams user, contact your administrator.