How-To: Manage Your Terminus Chat Conversations within Microsoft Teams

Prerequisites

You will need to have access to Terminus Chat Experiences and Microsoft Teams in order to use this integration. If you do not have access to Terminus Chat, please reach out to your CSM to discuss your packaging.

This guide is intended to walk Chat Representatives through how to manage their conversation in Microsoft Teams. If you are administrator hoping to setup the connection between Teams and Terminus Chat, please refer to this article.

Feature Details

Manage Entire Conversations:

• Send and receive Terminus Chat messages within Microsoft Teams. 
• Use the built-in Teams actions to book meetings and collect information from your chat visitors. 
• All of the data, including the entire back and forth conversation, will automatically push back into Chat Experiences (and into your connected systems as configured within Concluding Plays). 
• Pick up the conversation from anywhere without disturbing the visitor experience. If you initially answer a conversation in Terminus Chat, you can switch to Teams and vice versa without your chat visitor knowing. Messages from all communication channels (Terminus Chat on web browser, Terminus Chat mobile app, etc.) will be broadcasted live in the respective Teams thread for each conversation. 
• At the end of the chat, you will have the opportunity to indicate how qualified a lead is. 

When and Where to Expect Microsoft Teams Notifications

Your Terminus Chat administrator is responsible for configuring where your Terminus Chat notifications will be pushed within Microsoft Teams. 

Your chat team's administrator can choose from the following:

• Routing Group: Chat Experiences will push notifications for routing groups into the selected Microsoft Teams channel and "@" mention the members of the routing group.
  • If all members of a routing group except for one person are on Do Not Disturb within Terminus Chat, the online team member will receive a 1:1 notification rather than the channel notification.
  • Similarly, if a routing group only has one member, Terminus Chat will push the notification to a 1:1 notification instead of a channel.
• Individual Account Owner: If your team’s Chat Administrator has turned on account-based routing (i.e. looking up account owner in Salesforce or another connected system), Terminus Chat will push a 1:1 notification.
  
• Global Channel: For smaller teams that do not need to utilize multiple routing groups, we’ve added the ability to easily send all chat notifications to one dedicated Teams channel of your choosing. This includes account-based routing notifications.

For 1:1 notification scenarios, Terminus Chat will automatically create a new Teams channel with only your user account and the Terminus Chat application. The channel will be called "Terminus Chat - Your Name"

Important Note Regarding 1:1 Terminus Chat Channels in Microsoft Teams:

• Do not modify the description of the channel that is auto-created for you.
• Do not delete the channel. Doing so could interfere with your ability to receive 1:1 Terminus Chat notifications in the future.
  
  

What Information is Included on Terminus Chat Notifications within Microsoft Teams

When Terminus Chat pushes a notification to Microsoft Teams, the app will @ mention the individual or members of the routing group receiving the notification in the thread below the notification.

The notification will include the following information about the chat visitor, if known:

• Name
• Account Name
• Email
• Location
• Current Page Being Viewed

Below this information, you will see a link that says “Click here to open Terminus.” You can click on this at any point in the conversation to open Terminus Chat. Doing so might be helpful to gather more information from the Terminus Chat Visitor Info panel, such as data that has been pulled in from your team’s connected systems (like Salesforce).

Next, you can see a Conversation Preview to understand how the visitor conversed with the chatbot before you were invited to the conversation. This preview can help you to create a personalized greeting when you join the conversation.

At the bottom of the notification within Teams, you will see two buttons:

• Accept Request - select this button to join and manage the conversation within Teams. Once you click this button, simply respond in the message thread to continue the chat conversation. You MUST respond in the original notification thread when chatting via Teams.
• Open Terminus - select this button to open Terminus Chat and continue the conversation in your web browser.

Answering Terminus Chat Notifications

When a chat is joined by you or a team member (whether via Microsoft Teams or Terminus Chat web browser), the initial notification will be updated from “Unanswered Request” to “Request accepted. Visitor interaction in progress."

Just like other Terminus Chat notifications, your Terminus Chat administrator will configure how long you have to answer the chat request before the chatbot jumps back in to continue the conversation.  

If a chat notification is pushed to Teams and is not answered within the time window, any additional messages from the chatbot / chat visitor will be posted in the message thread. Similar to using Terminus Chat via a web browser, you can review these messages and still have the opportunity to join a conversation from Teams after the initial answer window has passed (just be aware that you will be interrupting messages from the chatbot!).

Terminus Chat Actions within Teams

There are two actions you can use when managing Terminus Chat conversations within Teams:

• Ask for Data
• Schedule Terminus Meeting

To use these actions, simply hover over any message in the chat conversation thread and click on the ellipses to reveal more actions. Then, select the action that you’d like to use.

Ask Visitor Data Shortcut: 

Use this shortcut to ask your chat visitor for information. The dropdown list of options will contain any data asks that your Terminus Chat administrator has added to your team. By selecting and submitting a data ask, Terminus Chat will ask the visitor for this information in a way that will be stored and can be passed into your team’s other connected systems.

In this example, the visitor will be asked for their phone number.

Schedule Meeting Shortcut:

Use this shortcut to share your calendar with your chat visitor to book a meeting. You must first connect your calendar to Terminus Chat and create a calendar event. You will receive an email alert with confirmation of the meeting that was scheduled.

Ending a Conversation 

When a conversation ends answered by a team member ends, the chat notification will be updated to say: "Visitor interaction has ended. The request was answered."

You will then receive a message prompting you to select flames to qualify the chat conversation: 

This will be passed into Terminus Chat and stored.

If the conversation was missed, the chat notification will be updated to say: "Visitor interaction has ended. The request was missed."