Integrations
Team messaging
How the agent alerts your team in Microsoft Teams or Slack when a conversation needs someone's attention.
On this page
Some moments need a person to know straight away: a buyer ready to reserve, a policyholder who mentions an injury, a guest whose complaint is escalating. The agent posts an alert and a short summary into the channel your team already works in, so the right people see what matters without opening another system. Many organisations in the Gulf run Microsoft 365, so Microsoft Teams is a common choice; Slack works the same way. Notifications are configured during implementation for the triggers and channels your team chooses.
What connecting team messaging lets the agent do
| Ability | What it means for you | Example |
|---|---|---|
| Alert on a trigger | A message is posted when a conversation meets a condition you set | "Buyer ready to reserve: unit B-1204, viewing requested today" |
| Post a summary | The summary of a conversation is posted during or after it, with a link to the full record | The summary of an overnight complaint posted to the guest relations channel at 7am |
| Route by situation | Different triggers go to different channels | Injury mentions to the senior claims handlers' channel, document delays to the claims team's channel |
Alerts tell your team something has happened. The conversation itself is handed over through your contact centre platform, your CRM (the system that holds your customer records) or the Telonic console, with the full history, as set out in Handover to your team.
Integrations in this category
| Integration | What the connection covers |
|---|---|
| Microsoft Teams | Posting alerts and summaries to the Teams channels you choose |
| Slack | Posting alerts and summaries to the Slack channels you choose |
How the connection works
Your administrators add Telonic to your Teams or Slack workspace and choose the channels it can post to. The agent can post only to those channels. It does not read your team's conversations, and it does not take instructions from messages posted in them.
Each alert is short and carries a link to the conversation in the Telonic console, where the people you have authorised can see the full history. Because alerts go to a shared workspace, you decide how much personal information they carry. Many teams keep alerts to a reference and a reason, and leave the detail in the console.
The technical detail
Alerts are posted through the platform's standard interface for connected applications, authorised by your administrators with OAuth (a standard that lets one system grant another limited access without sharing a password). Posting permission is limited to the channels you name. Every post is logged in the audit trail with the trigger that caused it. Connections use TLS (Transport Layer Security), version 1.2 or higher.
Permissions typical for this category
| Permission | Needed for | Default |
|---|---|---|
| Post messages to named channels | Alerts and summaries | Only the channels you choose |
| Read messages in channels | Not needed | Not granted |
| Direct messages to individuals | Not needed | Not granted |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. See Permissions.
In practice
Wadi Assurance, a motor insurer, connects Microsoft Teams to its claims deployment.
- The IT team adds Telonic to the insurer's Teams workspace with permission to post in two channels.
- The claims team sets two triggers: any mention of an injury goes to the senior handlers' channel, and any claim still missing documents after five working days goes to the documents channel.
- Yusuf reports a collision and says his passenger was taken to hospital. The agent routes him to the on-call senior handler and posts an alert to the senior handlers' channel.
- The head of claims sees the alert, opens the conversation from the link, and checks the handover has been picked up.
What your team controls
- Which channels the agent can post to.
- Which triggers send an alert, and to which channel.
- How much detail each alert carries.
Related
- How integrations workIntegrations
- Handover to your teamAgents
- Escalation rulesGovernance and control
- Human oversight in practiceGovernance and control
- PermissionsIntegrations
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