Microsoft Teams

The integration between Medallia Agent Connect and Microsoft Teams enables you to share customer feedback directly to Microsoft Teams, increasing visibility into your team's successes and areas for coaching. You decide the response criteria and the channel. As matching responses arrive, Agent Connect posts them automatically in Microsoft Teams.

For example, you might want to share all 5-star responses and associated comments, to a department-wide kudos channel. You might send negative feedback to a dedicated coaching channel or a Team Leader's private channel, enabling more timely coaching and service-recovery opportunities.

Note: Agent Connect cannot use variable Team Member or team details to find the private channel of that Team Member's Team Leader.

Add an incoming webhook to all Microsoft Teams channels you want integrated with Agent Connect, as described in the following steps. Work with your Agent Connect Client Success Manager to complete the integration.

  1. In Microsoft Teams, open a channel you want to integrate with Agent Connect.
  2. In the navigation bar, click More options.
  3. Select Connectors > Incoming Webhook.
  4. Click Configure.
  5. Enter a name for the webhook.

    The dialog shows a unique URL that maps to your channel. Note this URL, and give it to your Agent Connect Client Success Manager.

  6. Click Done.

  7. Repeat these steps for other channels, as needed.