Microsoft Teams

View, respond to, and track customer requests coming from Microsoft Teams.

Setup

Click into the App Directory from your Pylon dashboard and then click on the Microsoft Teams integration to view setup instructions.

Channels vs Chats

Pylon supports connecting to both Microsoft Teams Channels and Chats.

Channels

• Can either be shared channels between your tenant and the customer's tenant or channels within your tenant with customers added as guest users

• Supports optionally mirroring conversation to Slack

Chats

• Supports group chats with external parties

• Due to the nature of chats being a single thread, Pylon will have up to one open ticket per chat at a given time. Once the ticket is closed in Pylon, new conversation will open a new ticket.

Usage

Pylon’s Microsoft Teams integration allows you to view, respond to, and track Microsoft Teams messages from your customer without using Teams yourself.

Messages from customer channels in Microsoft Teams are automatically tracked in Pylon as well as being mirrored into Slack.

​Receiving messages

1. Messages sent by your customer in the Teams channel are visible in your mirrored Slack channel, where any Slack channel members can see them regardless of whether they are in the Teams channel.

1. Customer issues from Teams are visible in the Kanban board alongside with your other issues.

1. Messages are also bundled and visible in your internal threads channel along with other messages.

​Sending messages

1. Messages and reactions on customer messages sent in your Slack channel are mirrored to Teams.

1. Responding to customer issues from an Issue in Pylon sends the reply directly into Teams.