Connecting a Client to Teams in Chat

You can let customers connect to CloudRadial Chat from their own customer Slack workspace by installing the bot in their workspace.

• Step 1: Creating a Connector in CloudRadial Chat
• Step 2: Creating a Channel
• Step 3: Installing the Teams App for your Clients

Step 1: Creating a Connector in CloudRadial Chat

To start the connection:

1. Log in to the CloudRadial Chat portal
2. Select Connectors in the left-hand feature set menu
3. Click on New Connector
4. Under channel, select the Microsoft Teams Bot channel
5. Name the connector after your client (e.g., "Client A")
6. Click Grant Admin Consent and authenticate to the Client's Teams Tenant using their GA or equivalent Admin account

Step 2: Creating a Channel

After creating the connector, you need to create a channel and link it to the connector:

1. Go back to the left-hand menu
2. Click on Channels
3. Click New Channel
4. Select Microsoft Teams
5. Name it after your client (e.g., "Client A")
6. Set the role to Customer
7. Enter the company name
8. Select the connector you created in Step 1 from the dropdown
9. Click Save

Once completed, you'll see that you have a connector and channel with an ID and an active switch on the right-hand side.

To install the Bot in your Client's Teams Tenant, you can download the Manifest from the Channel via the link labelled "Private Label Manifest"

Quick Tip: Remember to brand your Bot under the Visual settings before installing it to Clients' Channels, your Web site, or the CloudRadial CSA Portal.

Step 3: Installing the Teams App for your Clients

You can use the Teams Admin Center to install the Chat Bot to your Clients' Teams App and Pin it to their Sidebar for easy access.

1. Go to the Microsoft Teams admin center (for your company or the desired client): https://admin.teams.microsoft.com/

2. Navigate to Teams App and then Manage Apps, and Upload the Manifest ZIP file using the "+ Upload new app" option from the Actions drop down at the top right of the page.

3. Navigate to Teams Apps and then Setup Policies and select the Policy you'd like to use to deploy the App. Typically this will be the Policy labelled "Global (Org-wide default)".

4. Add the Chat Bot App to the Installed apps and Pinned apps by clicking "+ Add apps" and then selecting the App from the list of Apps. This will make sure the App is installed to your Clients' Users' Teams App and Pinned to the sidebar.

Customers can then send messages directly to the app. When the app receives the first message from a user in the customer workspace, it will authenticate them as a contact in the ticketing system using their Teams-provided email address.