How to integrate Chat Plus with Microsoft Teams to receive notifications in Microsoft Teams when a chat starts in Chat Plus

For companies with customer support, responding quickly and accurately to customer inquiries is a crucial factor that influences customer satisfaction.
By utilizing Yoom to integrate Chat Plus with Microsoft Teams, you can expedite initial responses to inquiries and facilitate smooth communication within the team.
This also helps prevent missed responses, allowing team members to efficiently and accurately guide inquiries, contributing to improved customer satisfaction.
This article explains how to set up an automated flow that notifies Microsoft Teams when a chat is initiated in Chat Plus and the benefits of implementing it.
By incorporating this into your operations, you can achieve faster decision-making and more efficient information-sharing processes, so please take a look.

Recommended for

Those using Chat Plus and Microsoft Teams
Managers who want to minimize missed or delayed responses from the customer support team
Those aiming for quick responses to inquiries
Those who want to enhance the transparency of information handled in customer support operations
Executives looking to strengthen response systems during busy periods or campaign periods

Benefits and Examples of Integrating Chat Plus with Microsoft Teams

1. Prevention of Missed or Delayed Responses

When an inquiry occurs in Chat Plus, it automatically notifies Microsoft Teams, reducing the risk of oversight or missed responses.
For example, even if there are multiple representatives, you can share on Microsoft Teams who has checked the notification and who is currently handling it.
Even during campaigns or busy periods with a large volume of inquiries, the entire team may be able to provide sufficient follow-up.

2. Improvement in Operational Speed

When a chat related to an inquiry is initiated in Chat Plus, notifying Microsoft Teams allows you to quickly share detailed information with relevant teams or representatives.
For instance, if there is a technical inquiry about the services provided to Chat Plus, the technical support members in a specific channel of Microsoft Teams will automatically receive a notification.
Technical support members can directly check the chat content, significantly improving problem-solving speed compared to before.

3. Enabling Centralized Management of Response History

Inquiries in Chat Plus will remain as history in Microsoft Teams, allowing all team members to easily refer to past inquiries.
For example, if there are frequent inquiries from a specific customer to Chat Plus, you can automatically aggregate the detailed content in Microsoft Teams, allowing members to devise strategies for more tailored responses.
Centralized management of inquiry content in Microsoft Teams leads to improved accuracy in support operations.

Now, let's create a flow bot using the template "Notify Microsoft Teams when a chat is initiated in Chat Plus".

[What is Yoom]

How to Notify Microsoft Teams When a Chat is Initiated in Chat Plus

This can be achieved by receiving notifications of chat initiation in Chat Plus using the Chat Plus API and notifying specified chat details to a specific channel in Microsoft Teams using the Microsoft Teams API.
Generally, programming knowledge is required to achieve this, but with the no-code tool Yoom, it can be easily accomplished without programming knowledge.

The process to complete the flow proceeds as follows:

Integration of Chat Plus and Microsoft Teams My Apps
Copying the template
Setting triggers in Chat Plus and configuring Microsoft Teams
Turning on the trigger

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・Integrate Chat Plus and Microsoft Teams with My Apps

(1) First, connect Chat Plus to My Apps.
After logging into your Yoom account, click on "My Apps" in the left column and search for Chat Plus from "New Connection".

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(2) The Chat Plus app icon will appear, so click on it.

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(3) Enter the "Account Name" and "Access Token", then click [Add].
You can issue an API token from here and set the issued API token.
Now, the first Chat Plus has been connected.

(4) Next, let's connect Microsoft Teams.
Search for the Microsoft Teams app in the same way as the new Chat Plus connection.

(5) After clicking the Microsoft Teams app icon, you will be taken to the sign-in screen, but no further action is required, and the connection will be completed instantly.
・Microsoft365 (formerly Office365) has a home plan and a general business plan (Microsoft365 Business), and if you are not subscribed to the general business plan, authentication may fail.

If the settings are done correctly, you will be taken to the My Apps screen of your Yoom account with the two apps added.
Now, the two apps have been connected to your Yoom account.

・Copy the Template

After confirming that the new connection of the target app to your Yoom account is complete, click the icon for "Try this template" below.

The template will be copied, so click the "OK" button.

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Move to the "My Projects" screen of your Yoom account and check the template content.

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There are two setup flows.

・Chat Plus Trigger Setup

(1) First, set up the first action.

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From "My Projects" on the left side of your Yoom account screen, click "【Copy】Notify Microsoft Teams when a chat starts in Chat Plus".

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After clicking, the template content will be displayed as shown in the screen below.

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(2) Click on the trigger "When a chat starts".

(3) Enter the account information to be linked and click [Next].

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(4) On the next screen, you need to copy the displayed Webhook URL and set it in the Chat Plus management screen.
Follow the annotations and proceed with the operation.
For instructions on how to set up Chat Plus triggers, please check this page.

(5) After sending the Webhook event or executing the trigger event, click [Test].
If there are no issues, click [Save].
In this step, you can obtain information as output as shown below.
The output information can be quoted and utilized in the subsequent steps, as noted in the annotation "This value can be used in other operations."

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・Microsoft Teams Setup

(1) Finally, click the second action "Notify Microsoft Teams".

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(2) Enter the account information to be linked and click [Next].

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(3) On the next screen, enter information in fields such as "Team ID" and "Channel ID".
When you click the input bar, content based on the linked account will be displayed as 'candidates', allowing you to select information from there.

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(4) In "Message", enter the information you want to include in the notification content.
Clicking the input bar allows you to quote the output.
The following image is an example where the output obtained in the previous step, 【Site Name】【Room ID】【Room URL】【Visitor Name】, is entered and set.

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(5) Scroll down and fill in the fields for "Mention Information" and "Attachment Information".
When attaching a file, you need to upload it to OneDrive in advance and enter the string enclosed in {} from the obtained eTag.

(6) After entering information in the required fields, click [Test], and if there are no issues, click [Save].
This completes the setup.

・Turn on Trigger

By clicking the red frame part "Turn on Trigger" on the screen below, the flow bot will start automatically.

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Here is the template used this time

Other Automation Examples Using Chat Plus

There are other examples of automation using Chat Plus on Yoom, so here are a few introductions.

Notify Chatwork When a Chat is Started with Chat Plus

This flow is recommended for those who conduct team communication with Chat Plus and Chatwork.
All team members can be aware of the chat initiation, allowing them to collaborate and respond to customers.

Notify Slack When a Chat is Started on Chat Plus

By sharing interactions with customers on Chat Plus with Slack, you can accumulate customer service know-how across the entire team.
This allows for more efficient management of customer inquiries and response statuses, making it ideal for those looking to improve productivity in customer service operations.

Notify Google Chat When a Chat Starts in Chat Plus

Once a chat starts in Chat Plus, a notification is sent to Google Chat, allowing the person in charge to respond promptly.
This enables the entire team to take quick action, which is expected to improve work efficiency.

Summary

The integration of Chat Plus and Microsoft Teams introduced this time is expected to improve the speed of response to inquiries.
Additionally, notifications about the start of chats being sent to the regularly used Microsoft Teams can prevent missed responses, leading to improved customer satisfaction.
Furthermore, by consolidating the content of Chat Plus into Microsoft Teams, the entire team can collaborate to rebuild the support system, potentially improving the work environment.

Please take advantage of Yoom to experience automation through app integration.