Microsoft Teams

With Microsoft Teams connected, every handoff lands in a Teams channel you choose, as a card your team can act on. Teams is for your team here, not a channel for customers.

Connect

1. In Microsoft Teams, add the Fluxy app to a team. It posts a link code in the channel.
2. Want handoffs in a different channel? Mention the app there with the word link to get a code for that channel.
3. In the console go to Settings → Integrations → Microsoft Teams and enter the code in Link code — within 30 minutes. Each code works once.

When the connection is saved, the app posts in the channel that it now receives handoffs.

The handoff card

Each card shows the masked customer, the channel, the reason for the handoff and the last messages, with three buttons:

• Take over — the agent pauses and the conversation is yours.
• Hand back — the agent continues.
• Open in console — opens the conversation.

Pressing a button updates the card for everyone. If the Teams member’s email matches a console user in your workspace, the action is recorded under that person.

Note

You reply to the customer from the console, not from Teams.

Good to know

• If a card cannot be delivered to Teams, the handoff is sent by email instead.
• Removing the app from the team disconnects the integration.
• Code expired or already used? Mention the app with link in the channel again and enter the new code.