Microsoft Teams

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

Microsoft Teams

Setup

Click into the Apps 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

• Optionally support mirroring conversation to Slack

Chats

• Support 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

Once a Teams channel or chat is linked to a Pylon account, messages from Teams are automatically sent to Pylon's Views for tracking and responding.

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

Customer Teams channels and chats

Pylon watches for customer messages in connected Teams channels and group chats and automatically creates tracked issues within Pylon.

Customer issues from Teams are visible in the Kanban board and views alongside your other issues, identifiable by the Microsoft Teams logo on each issue.

Teams issues in the Pylon Kanban board

Replying to customers

Responding to a Teams issue from Pylon delivers the reply, including any file attachments, directly into the customer's Teams channel or chat. You can also edit a sent reply from Pylon and the edit is reflected in Teams. Customer messages, edits, and reactions made in Teams are tracked on the issue in Pylon.

(Optional) Mirror conversations to Slack

If your team prefers to collaborate in Slack, you can mirror a Teams channel to a Slack channel. Customer messages from Teams appear in the mirrored Slack channel, and messages your team sends in Slack are forwarded back to Teams. This lets users without Pylon access participate in customer conversations from Slack.

For setup steps, see How can I set up Microsoft Teams <> Slack mirroring?

Customer Teams messages visible in the mirrored Slack channel

Replies sent in the mirrored Slack channel are forwarded to Teams

Mirroring is optional. Teams channels and chats can be used with Pylon directly, without configuring a Slack mirror.

Internal collaboration

Use internal threads to discuss Teams issues privately with your team in Pylon or Slack, without the customer seeing the conversation.

Teams issues bundled in your internal threads channel