Livechat notifications in Microsoft Teams

Receiving notifications about new live chats directly in Microsoft Teams (also MS Teams) speeds up the response to customer enquiries. This means there is no need to constantly monitor the hub. Information is automatically forwarded from moinAI to Microsoft Teams via webhooks. This saves time in customer service and ensures a smooth flow of conversation.

1. Configuration in Microsoft Teams

2. Create a webhook in the moinAI hub

3. Integrate the webhook into the form

1. Configuration in Microsoft Teams

Prerequisites for setup

• Permissions in Microsoft Teams to create workflows in the desired channel.

• A chatbot form used for the live chat or to collect user data.

Step 1: Prepare the channel

Select an existing channel in Microsoft Teams or create a new channel for notifications.

Step 2: Open the Workflows section

Click the three-dot menu on the left-hand side in Microsoft Teams and select the Workflows option.

Step 3: Search for Webhook

Enter the term “Webhook” in the search bar and select the relevant item for incoming webhooks.

Step 4: Assign team and channel

Enter the desired team and the specific channel in which the notifications are to be displayed.

Step 5: Copy the webhook link

After clicking Save, a new window will appear. Click on the Copy webhook link option. You will need this URL for the subsequent setup in the moinAI Hub.

2. Create a webhook in the moinAI hub

Step 1: Start creating the webhook

Go to the menu item Integrations → Webhooks and click the Create Webhook button to start creating a new webhook. You can find more information about webhooks in this article.

Step 2: Define the URL and method

Paste the URL you copied from Microsoft Teams into the corresponding field. Select POST as the HTTP method.

Step 3: Enter the webhook body

The following structure must be entered exactly as shown in the body text field:

{
  "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": "A live chat has been started.  {{user_livechat_message}}"
          }
        ]
      }
    }
  ]
}

3. Integrate the webhook into the form

Step 1: Select the form

Navigate to the form in the moinAI hub that is responsible for starting the live chat or for collecting data from users.

Step 2: Link the webhook

Add the newly created webhook to the form settings so that the notification is triggered automatically when the form is submitted.

Step 3: Prepare context variables

If context variables are used in the message text (such as the variable {{user_livechat_message}} in the JSON example above), these variables must be set within the form before the webhook is triggered. The values can be assigned statically or generated dynamically via user input.