AI Insite MS Teams Integration

  • Updated

Integrating AI Insite with Microsoft Teams can add significant value to your brand and customer service center, providing you with the ability to collect user information and send it together with the conversation details directly to a designated MS Teams channel, enabling your sales, support, or service representatives to respond quickly and efficiently.

Let's look at how:

  • To integrate MS Teams with Insite using the Answer Form Skill, you must create a new skill in the Settings menu.
  • When you get to the integrations and webhook sections, enter the following details:
    • In the Integrations section, select the Microsoft Teams Endpoint.
    • Enter your MS Teams webhook in the provided field.
    • Click the Publish button at the bottom right of the page.

Setting Up a Webhook Endpoint

It is mandatory to create a webhook in MS Teams before setting up the integration with Insite.

Refer to the MS Teams documentation for a step-by-step guide to setting up webhook endpoints.

Data Your Endpoint will Receive

An example of the data your MS Teams endpoint will receive is as follows:

Field Field Description Example
Skill Name The name of the skill that your agent used to capture this information Inbound Lead - Call Immediately
Field Name: User Input The name of the field as described in the skill’s information prompt, followed by the information the visitor entered Phone Number: 123457582
Conversation Link A link to view the visitor’s entire conversation in the browser https://agent.life/?url=act-on.com&conversation_id
=conversation_ugu1unuyz61m3txhfp70
Current Web Page The web page the visitor is currently on while interacting with your agent https://mysite.com/currentpage
Start Time The date/time (UTC/GMT) when the conversation started 2024-08-05 14:02:41
Duration The duration of the conversation up to the point when the information was sent 0:41:13
User Messages The messages exchanged between the visitor and your agent Tell me more about products; Tell me more about CRM integration; What are the benefits of integrating CRM with marketing automation?; Tell me more about customer retention
Pages Visited The names and URLs of web pages the visitor clicked on via your agent during the conversation My Company Product Page - https://mysite.com/productpage
Go to the Microsoft Teams Help Center for information on how to set up an MS Teams account if you don't already have one.

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