How to Enable Microsoft Teams Integration

The Wavity-Microsoft Teams integration brings your internal and support teams together, enabling seamless and efficient cross-team collaboration. With this integration, you can manage support tasks directly within Microsoft Teams, making it easier to stay informed and respond quickly.

Key Features

Once integrated, you can perform the following actions within Microsoft Teams:

  • Create, view, and update support tickets without leaving Microsoft Teams.
  • Receive instant alerts from Wavity in Teams for ticket assignments, priority changes, customer replies, and notes (public or private).
  • Access customer details easily, respond to queries, and add internal (private) or external (public) notes.
  • Automate ticket workflows based on defined conditions (e.g., priority, subject) and receive real-time notifications in Teams channels when tickets are created or updated.
How to Set Up and Use Microsoft Teams with Wavity

To get started with the Wavity-Microsoft Teams integration, follow these steps to install the required apps in both Wavity and Microsoft Teams.

Step 1: Install the Microsoft Teams App on Wavity

  • Navigate to: Platform Settings > Integration > Microsoft Teams
  • Click on “Download Wavity Teams Package.” A ZIP package file will be downloaded to your system.

Step 2: Add the Wavity App in Microsoft Teams

  • After downloading the ZIP package from Wavity, have your Microsoft Teams Administrator upload it within Teams. Navigate to: Apps > Manage Your Apps, then upload the ZIP package.
  • Once uploaded, search for “Wavity” in Teams.
  • Click on “Wavity”, then click “Add” as shown below:
  • You’ll be prompted to enter your Wavity credentials:
    1. Username/Email ID
    2. Password
    3. Tenant Name
    4. Domain of your current Wavity Platform
  • After submitting your credentials, you’ll be logged into the Wavity App within Microsoft Teams:

What You Can Do Within Microsoft Teams

Once integrated, your team can:

  • Create, manage, and close support tickets within the Teams chat interface.
  • Communicate with agents in real-time for quicker issue resolution.
  • Receive real-time alerts and updates from Wavity on ticket status, priority changes, customer replies, and new notes.

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