Initiate chat with an employee from Agent Workspace
Chat with an employee from Agent Workspace through Microsoft Teams so that you can collaborate and resolve universal requests.
Before you begin
The Start Microsoft Teams Chat button is available only if the following conditions are met:
- At least one of the users marked in the universal request has Universal Request integration with Microsoft Teams enabled.
- The universal request is not associated with a primary ticket.
Role required: agent
Procedure
Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
From the navigation list, select Universal Request > All.
Open the universal request that you want to work on.
Select Start Microsoft Teams Chat.
Select the recommended participants or add the email address of external participants.
You can select the requester, or any other employee added to the watchlist. You can also select multiple employees.
Select Start Chat.
Result
The Microsoft Teams application opens the tab where you can chat with the selected employee.
Parent Topic:Manage chat messages from the Agent Workspace