Microsoft Teams
Help Desk for Agents

How Chime for Teams Works for Agents

1. Conversations come in via portal, MS Teams, or bot

  • Conversation comes from employee using MS Teams, Web Client, or via Bot
  • Chime notifies agent using MS Teams or Web UI
  • Can route all at once, or route one by one based on configuration

2. Agent is notified, engages in chat and works on the issue

  • Agent can use Microsoft Teams or Web UI
  • Language translation is available
  • Access to common replies
  • Access to search Azure QnA
  • Can invite additional agent if necessary
  • Can escalate to share desktop

3. Agent Monitors Dashboard

  • Near real time monitoring table to see current traffic
  • See chat conversation history
  • Can pick chat from here too
  • Enable/disable status