Starting a conversation from MS Teams

The Insent MS Teams integration brings your team the capability to engage your site visitors from MS Teams directly.

At the end of this article, you will be able to:

• Setup routing rules to notify agents in your MS Teams channels about inbound visitor connection requests.
• Engage with inbound visitors from within MS Teams with the rich context you would get in Insent Inbox.
• Learn how you can improve your conversation's quality with your prospects by sending out Quick Replies and requesting visitor feedback.
• Learn how you can engage with visitors directly from the ‘Posts’ page in MS Teams.

Benefits of engaging with your visitors through the Insent MS Teams integration:

• Connect with your prospects from where all your work happens - within MS Teams!
• Zero noise for your SDRs - create and route all your conversations to a specific team or a specific channel within MS Teams.
• No training required. Your SDRs can start chatting with your prospects and engage better with visitors from Day 1.

Once you integrate with ‘MS Teams' and add the app to the 'MS Teams' channel, you will be able to route all chats from Insent to your 'Teams’ channels. To configure sending requests to Teams, you should complete the 'MS Teams' integration first. Click here to learn more about Integrating MS Teams with Insent. 

Route meetings to MS Teams through the Connect to agent step

To route your inbound visitor requests to MS Teams and configure alerting for your agents, you must set up the ‘Connect to agent step’ to route connection requests from your prospects to your SDRs on desired MS Teams Channels.

Locate the chatbot conversation that you would like to route to MS Teams from the Conversations tab. When you feel you would like to send out a visitor connection request to an agent, configure a ‘Connect to agent’ step.

When you add the agent connection step in the Insent conversation builder, select the following configuration:

• Send alerts: MS Teams.
• Team: Choose your desired team
• Teams channel: Channel name where your agents are available

You can also set up advanced routing rules to handle complex agent handoffs. Learn more about advanced agent routing here.

Set up the Connect to agent step in your conversation 

Note:
If you don't see the team, channel, or users listed, refresh and try again.

After selecting the team, you will be asked to select the channel in the team. With this option, you'll only receive the alerts on your Teams channel instead of the Insent dashboard. 

When a website visitor reaches the agent connection step, Insent will send a request to your 'MS Teams' channel with the available details. If the visitor's name is unknown, the system will assign an alphanumeric temporary name to the visitor for identification purposes. 

For example, in the screenshot below, a visitor is assigned the name Visitor Q411 at the beginning of the chat session. The channel members will have the ability to Accept the visitor connection request and start a conversation or view the Visitor Profile of the connecting visitor. 

An alphanumeric name assigned when a visitor's name is unknown

Note:
All visitor connection requests are sent as posts in the ‘Posts' tab. The users configured to receive a notification regarding the visitor’s request will receive a notification in the Posts tab.

Engage with visitor connection requests in MS Teams

Any user in the MS Teams channel will be able to accept the visitor connection request. If someone accepts the request, Insent will update the request description to indicate the same, as shown in the screenshot below.

Successful agent connection

When a new visitor connection request is shown in MS Teams, anyone in the channel can see the full context of the visitor’s conversation history with the bot before they connect with the agent and begin responding to their queries.

Once an agent accepts a visitor connection request, the conversation changes to the ‘Chat with visitor’ button. The visitor is notified when the agent is connected.

If an agent fails to respond to an inbound request, the thread will change state to ‘Expired request'.

Expired connection request

 An agent can attempt to reinitiate a conversation with the visitor by replying in the thread (with @Zoominfo Chat followed by <message>) or sending a quick reply.

Note:
The visitor will receive an agent response only when the '@Zoominfo Chat' command precedes the message text.

Replying to a visitor in a ‘Posts’ thread

After accepting and joining a chat conversation, Each visitor thread in the ‘Posts’ channel has buttons to do the following:

• Chat with a Visitor button: Clicking on chat with a visitor will open a new tab with an Insent Inbox experience. An agent can move back and forth between multiple chat threads at the same time.
• Visitor Info button: This allows an agent to learn more about the visitor's known information as collected by Insent.
• Quick Replies button: This allows an agent to send out pre-configured canned responses to a visitor; this helps reduce the average time to respond to a visitor for the first time. It additionally saves time while guiding a visitor through frequently asked questions about your product. Learn more about Quick Replies in MS Teams in this article.
• More options button: This option allows you to do a host of operations like creating a lead from MS Teams or configuring quick replies or Change conversation status (Open/Closed or Pending), or create a Zendesk ticket from MS Teams.

View a visitor's profile

You can view a visitor’s profile from the ‘Visitor Info' button in the 'Posts' tab. The Visitor Profile in Teams for an inbound visitor describes Individual as well as Account Information.

It contains information such as:

• Contact information: Contains the name, phone number, address, company name, etc., of the visitor.
• Location of the visitor: The visitor's location information when they connected with the Insent bot.
• Visitor Activity: It describes the visitor's latest activity on your website and information such as when the last message was delivered and read by the visitor.

Visitor Profile in MS Teams

Create a lead from MS Teams

You can directly create a lead from MS Teams as you engage with a visitor in live chat. This will create a lead in your CRM or MAP. Learn more about our integrations support here.

To create a lead, you select the More options → Create lead option.

In the create lead option, you can update information such as:

• Email: Email id of the visitor.
• First Name: First name of the visitor.
• Last Name: Last name of the visitor
• Company: The name of the company that the lead is associated with.
• Phone number: The contact number of the lead.

Note: You can also update lead information from the ‘Create lead’ and update ‘Advanced info’ options.

Create a lead from MS Teams 

You can also update other information about a lead from the Advanced Info button:

Here are some of the visitor info fields you can update in the ‘Advanced info’ button.

1. Region: The geographic area of the visitor.
2. City: The city of residence of the visitor.
3. Country: The country of residence of the visitor.
4. Job Title: The current role of the visitor in the company. 

Create a lead from MS Teams 

Reply to a visitor from the ‘Posts' page.

You can reply to a visitor request in the same thread by @ mentioning the chatbot.

If your chatbot is called @ZoomInfo Chat, then you can respond to the visitor from the same ‘Posts’ thread with @ZoomInfo Chat <Message text>

Note: If you reply in a ‘Posts’ thread and do not use @ZoomInfo Chat, your message will not be sent to a visitor.

Configuring and sending out Quick replies

The Insent MS Teams integration allows you to configure and send out quick replies (canned messages) from MS Teams.

Configure a quick reply in Teams

• Click on the More Options button.
• Select the ‘Create new quick reply’ option
• Enter the text you would like to use for a quick reply.
• Save the quick reply.

Create a quick reply in MS Teams

Now you can use the quick reply in live chat with prospects.

Note:
You cannot have duplicate quick replies. Checks exist to prevent agents from re-creating another quick reply with the same message.

View the list of quick replies in Teams

• Click on the ‘More Options’ button.
• Select the 'See all quick replies' option
• You can now view the list of existing quick replies that are saved.

View a list of existing quick replies from MS Teams

Delete a quick reply in Teams

• Click on the More Options button.
• Select the ‘Delete quick reply’ option
• Choose the quick reply that you would like to remove from Insent.
• Save your choice.

Note:
Deleting a Quick Reply will remove the Quick Reply from all agents. Deleting a Quick Reply will remove the Quick Reply across Slack, Inbox, and MS Teams.

Send a quick reply to a visitor.

Your agents can send out quick replies from the ‘Quick Replies’ button. You can choose a quick reply to send out to visitors from the list of pre-configured quick replies in your MS Teams instance.

To send out a quick reply:

1. Click on the 'Quick Replies' button.
2. An option to ‘Send quick reply’ appears below the list of chat options.
3. Choose an existing quick reply from the Quick Replies drop-down menu.
4. Click the 'Send quick reply' option to send out a quick reply.

Send out a quick reply from MS Teams.

Chat with multiple visitors at the same time

You can reply to a visitor in a thread in the ‘Posts’ tab. To have an effective workflow in MS Teams and manage several visitor chats simultaneously, use the Inbox view by clicking on ‘Chat with visitor’ in any visitor conversation.

This opens up an Insent Inbox-like experience within MS Teams where you can view all existing conversations with your visitors and prospects.

You can quickly respond to multiple visitor questions in the Inbox view without scrolling through the ‘Posts’ feed.

Chat with multiple visitors at the same time

Update the status of an ongoing conversation

An agent can update the status of an ongoing conversation from the 'Posts' tab or the Inbox tab. There are three conversation states in Insent - Open, Closed, and Pending.

Update conversation status from the ‘Posts’ tab

• Select the More Options button
• Locate the ‘Change conversation status’ option in the dropdown menu.
• Choose the desired conversation state for the visitor chat: Open, Closed, or Pending.
• The status of the conversation is now updated.

Update conversation status from the ‘Inbox’ tab

• Locate the conversation that you would like to update the status for.
• Locate the drop-down in the top right-hand corner of the screen
• Select the desired status for the conversation: Open, Closed, or Pending.

Change conversation status from tab view

Note:
You can also add someone in the Inbox chat by adding them by clicking the '+' icon in the top bar in Inbox view.

Request Visitor feedback

Continuous improvement is key to improve the quality of engagement with your inbound visitors. Your agents can request a CSAT score for their chat conversation, and a visitor can reply to it.

Systematically track and improve your visitor engagement by keeping an eye on the Feedback Score shared by the visitor for your agents.

To request a CSAT score as an agent, select the Quick Replies button, and an option to ‘Ask visitor feedback’ will appear below the 'Send quick reply' option.

Click on the ‘Ask visitor feedback’ button to request visitor feedback.

The Visitor feedback for an agent and other metrics will be tracked in the Agent Analytics tab in Insent. Learn more about the Agent Analytics Dashboard here.

Request visitor Feedback from MS Teams

Quick recap

• Configure the Connect to Agent step to route meetings to your desired MS Teams channels and notify specific agents.
• Engage your visitors directly by replying to their connecting request in the ‘Posts’ channel.
• Insent MS Teams integration helps you consistently improve your agents' conversations by enabling chat and providing deep analytics.
• Your agents can engage with multiple visitor conversations at the same time through the tab view.

You are always welcome to get in touch with our support team at success@insent.ai for any further clarification.