Harness the Power of Webhooks: Notify Agents Using Pipeline Integration into A Teams Channels and Broadcast Notifications
When employing Chime V5 pipeline activities, agents can receive notifications directly on their dashboard when new chat sessions arrive. By integrating Webhooks with Teams, these V5 workflows can be linked to a designated Teams channel, providing improved accessibility through broadcast notifications to Microsoft Teams.
Add Incoming Webhook to Your Teams Channel
Navigate to Your Teams Channel
Begin by navigating to the Teams channel where you want to receive broadcast notifications.
Select More Options Menu
In the chosen channel, click on the more options menu (three dots) located at the top-right corner.
Select Connectors
From the dropdown menu, select Connectors
Add Incoming Webhook
Click on the Add button next to the Incoming Webhook option.
On the Incoming Webhook page, click Add again to configure the webhook.
Configure Incoming Webhook
Navigate Back to Connectors
Return to the Connectors menu by following steps 1-3.
Configure Incoming Webhook
Click on the Configure button next to the Incoming Webhook option.
Fill Out Webhook Name
Provide a meaningful name for the Incoming Webhook to easily identify its purpose.
Create Webhook
Click on the Create button to generate the Webhook URL.
Copy Webhook URL
Once the URL is generated, click on the Copy button or manually highlight and copy the link.
Configure In Chime V5 Tenant
Navigate to Chime V5 Tenant
Open your Chime V5 tenant and access the chat pipeline.
Edit Chat Pipeline
Select the Edit option in the chat pipeline.
Connect to Agent Pipeline Item
Open the details for the Connect to Agent pipeline item.
Enable Webhook
Toggle the "Webhook Enabled" option to activate the webhook functionality.
Paste Webhook URL
In the Webhook URL field, paste the previously copied URL from Teams.
User Experience for the Agent in MS Teams
Upon an incoming chat session, a broadcast notification is sent to the connected Teams channel