Overview

Digital Agent provides you flexibility to leverage communication channels such as Microsoft Teams to interact with Digital Agent. Start your conversation with Digital Agent on one of the widely used communication channel across organizations – Microsoft Teams (MS Teams). Apart from Web App, Digital Agent supports MS Teams. It is one of the powerful and flexible way to communicate and to increase the operational efficiency.   

It allows end user(s) to type actions in the form of questions. It connects quickly and answers accordingly related to Incident Management or Service Request requirement that is feeded-in to the Digital Agent. 

Business Benefits 

• Automated Support for hybrid users through MS Teams channel.
• Increased CSAT and efficiency with useful chat support. 

Prerequisites:

1. Set up Azure Bot channel Service - For more information, see here. (Customer needs to register for Azure Bot channel resource. A Microsoft Teams channel is a part of the standard channels and offers unlimited messaging at no cost. For more details, refer Azure Bot Services.)
2. Set up Microsoft Teams App - For more information, see here. (Customer needs to have required subscriptions for Microsoft Teams App.)
3. Customer needs to provide Microsoft Graph API Access to look up user in Azure Active Directory to get their profile information. For more information, see here.
4. The app (Digital Agent) must be published or enabled to have access by the end-user. For more information on how to search and add a required app, refer to Add an App to Microsoft Teams. 
5. The end user email ID must be same for Summit application and Microsoft Teams account. The Digital Agent conversation will start only for valid users registered in Summit application. 

Start Conversation with Digital Agent using MS Teams 

To start a conversation with Digital Agent, perform the following steps:

1. Log in to Microsoft Teams. Click icon. The Apps page is displayed.
   
   
   Figure: Apps page
   
   
2. Click DigitalAgent. The Digital Agent Chat Window appears. Start conversation with Digital Agent. The Digital Agent respond back with your queries accordingly. A sample screenshot is shown below:
   
   
   Figure: Digital Agent - MS Teams Chat Window
   
   Based on the end-user utterance to log an incident or log an SR the relevant Knowledge Articles are displayed. A sample screenshot is shown below:
   
   
   Figure: Knowledge Articles Display
   
   Click Show More to view detailed knowledge article and Video URL to view the relevant video. It will open the relevant article or video in next tab. 

Invalid User

The Digital Agent displays the following message if the user’s email ID is not registered with Summit application.

Figure: Invalid User

In this scenario, Digital Agent will not start the conversation.

Duplicate User 

The Digital Agent displays the following message if the user’s e-mail ID is already linked with MS Teams and the same user attempts to start conversation with alternate e-mail ID.

Figure: Duplicate User

In this scenario, Digital Agent will not start the conversation.

Example:

 Amanda, the end-user, has two different profiles with following two different e-mail IDs:

• Amanda@zacme.com
• AmandaM@zacme.com

Now, if Amanda is already in a conversation with Digital Agent with the profile having e-mail ID as Amanda@zacme.com, then Amanda will not be able to converse with Digital Agent with another profile having e-mail ID as AmandaM@zacme.com at the same time.

To allow same user to login with multiple email IDs to Digital Agent at the same time, perform the following steps:

1. Navigate to Profile > Edit Profile in Summit application.
   
   
   Figure: Edit Profile
   
   
2. Select Assistant Authentication Details on My Profile
   
   
   Figure: My Profile
3. Click Revoke Authentication symbol
   
   
   Figure: Revoke Authentication
   
   
   Figure: Success Message

Once the authentication is revoked, the same user with alternate e-mail ID can start conversation with Digital Agent.