Microsoft Teams messages

This guide explains how to send messages to a Microsoft Teams channel using an incoming webhook whenever a call disposition is set in VCC. We’ll combine VCC’s webhook capabilities with Teams’ incoming webhook feature.

1. Microsoft Teams with permission to create incoming webhooks.
2. VCC Live access with admin rights to configure webhooks.

1. Open Microsoft Teams and go to the channel where you want to send messages.
2. Click on the ellipsis (⋮) next to the channel name and select Workflows.
3. Search for and add the Post to a channel when a webhook request is received.
4. Name your webhook (e.g., “Call Disposition Notifications”).
5. Copy the generated Webhook URL. You’ll need this URL to send requests to Teams.
   • Example: https://outlook.office.com/webhook/...

For detailed steps, refer to Microsoft Teams Incoming Webhooks Documentation.

1. Log in to your VCC Live admin interface.
2. Navigate to a project and select Webhooks.

3. Create a new webhook and set the following parameters:

   • Event: Event after disposition saving
   • URL: Enter the Microsoft Teams Webhook URL from Step 1.
   • Method: Select POST.
   • Headers: Add the required headers, e.g., Content-Type: application/json.
   • Payload: Use the JSON template described in Step 3 and customize it based on the data you want to send to Teams:

4. Test the webhook to verify that it’s working correctly.

Microsoft Teams messages sent via webhooks must be in JSON format. Below is an example payload for sending a simple message which includes the agent’s description. You can replace placeholders with the actual data fields from VCC. Refer to the VCC Webhook Documentation for field mappings.

You can also read more about Microsoft Teams webhook configuration here.

Example Request Body

   {
       "type":"message",
       "attachments":[
          {
             "contentType":"application/vnd.microsoft.card.adaptive",
             "contentUrl":null,
             "content":{
                "$schema":"http://adaptivecards.io/schemas/adaptive-card.json",
                "type":"AdaptiveCard",
                "version":"1.2",
                "body":[
                    {
                    "type": "TextBlock",
                    "text": "This is a test message."
                    }
                ]
             }
          }
       ]
    }