Integrations
Microsoft Teams
How your agents post alerts and summaries into the Teams channels you choose, so your team sees what needs attention without opening another system.
On this page
Most large organisations in the Gulf run their internal communication on Microsoft Teams. Your agents can post alerts and summaries into the Teams channels you choose, during or after a conversation: an escalation that needs someone now, a buyer who is ready to commit, a promise to a customer that is at risk of being missed. Your team sees what matters where it already works. The connection is configured during implementation, and each alert contains only what you choose.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Post escalation alerts | When a conversation reaches one of your escalation triggers, the right channel is told | A distressed policyholder handed to claims, flagged in the claims channel |
| Flag customers ready to buy | Signs that a customer is close to a decision are posted while the interest is fresh, configured during implementation | A buyer asking about reservation fees, posted to the sales channel |
| Flag commitments at risk | Promises made to customers that are close to being missed are posted, configured during implementation | A callback promised for today that has not happened |
| Post summaries | A summary of a conversation, or of what happened overnight, is posted after the fact | An overnight summary for the reservations team |
How it connects
Your Microsoft 365 administrators register a dedicated app for the connection in Microsoft Entra ID (Microsoft's identity service) and approve it. Access is granted with OAuth (the standard way to give an application limited access without sharing a password), and the app is allowed to post only into the channels you name. It does not read your team's conversations.
Credentials are stored encrypted in your deployment, every call travels over TLS 1.2 or higher (Transport Layer Security, which encrypts data in transit), and the connection runs from your deployment in your chosen region. Messages posted into Teams are held by Microsoft within your own Microsoft 365 environment, under your agreement with Microsoft.
What each alert contains
You decide what each type of alert includes. An alert can carry the reason, the customer's name and the conversation reference, or only the reason and the reference, with personal information redacted. Your team opens the full conversation in the Telonic console, where access follows your roles and permissions.
Permissions
| Permission | Needed for | Default |
|---|---|---|
| Post messages to named channels | Alerts and summaries | Only the channels you name |
| Read messages in your channels or chats | Not needed | Not granted |
| Read your directory or team membership | 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 connects Teams to its claims and customer service channels.
- At 7:40pm, Layla calls to report a car accident and is clearly shaken. The agent follows Wadi's rule for distressed callers and transfers her to the duty claims handler.
- At the same moment, an alert appears in the "Claims escalations" channel with the reason and the conversation reference, and no personal details.
- The claims team lead sees it, opens the conversation in the console, and checks in with the handler.
- At 8am, the customer service channel receives an overnight summary of the conversations the agent handled.
Related
- Team messagingIntegrations
- Escalation rulesGovernance and control
- Commitments and promise trackingCustomer record
- Personal information redactionSecurity and data protection
- PermissionsIntegrations
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