Integrate Teams with Agent Connect via webhooks.

The integration between Medallia Agent Connect and Microsoft Teams enables you to share customer feedback directly to 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 to 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 for more timely coaching and service-recovery opportunities.

Add an incoming webhook to all Microsoft Teams channels you want integrated with Agent Connect, as described in the following steps:

1. Click View more apps on the left side of the Teams UI, then select "Workflows".

2. Open the Create tab and click Create from blank near the search bar.

3. Search for and select the "When a Teams webhook request is received" trigger.

4. Choose an authentication type to determine who can trigger the flow.

5. Click New step, then choose the "Post card in chat or channel" action from the Teams connector.

6. In the Post in list, choose where to post the webhook information (such as a channel, group chat, or chat with the flow bot).

7. Complete the remaining required fields.

8. When finished, click Save below your workflow.

9. Return to the When a Teams webhook is received box and copy the HTTP POST URL.

10. Repeat the previous steps to obtain a unique URL for other channels, as needed.

11. Send the URL(s) to the Agent Connect Support team to update your Agent Connect organization.