Promote chat to a call from workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • As an agent, you can initiate a chat with the caller from the workspace to quickly resolve the issue.

    Before you begin

    Role required: itil, itil_admin

    Procedure

    1. Navigate to All > Workspace Home > Inbox.
    2. From your inbox, click Accept to accept a chat.
      The interaction record appears in the agent workspace.An incident record in the agent workspace.
    3. In the message input field, enter the command /teams_call.
      A Microsoft Teams conference call will be initiated, and the link appears in the active chat area.Active chat in agent workspace.
    4. Click the meeting link to join the conference call.
      The user receives a call in Microsoft Teams.Active call in Microsoft Teams.

      The user’s can initiate a chat conversation in Microsoft Teams.

    5. Click Chat icon in Microsoft Teams to open the conversation pane.
    6. After the conversation ends, click Leave button in Microsoft Teams to leave the conference call.
      All the information is logged in the Activity (Work notes). You can view the child interaction, and the chat conversation occurred in Microsoft Teams.

      Activity in incident in agent workspace.

    7. Click the child interaction record to view the participants, call duration details.
      Work notes in agent workspace.

      Click meeting chat link to view the conversation occurred in Microsoft Teams.