Connect Your Pipeline to a Teams Channel Using Webhook-Powered Broadcast Notifications

When employing Chime V5 pipeline workflows, agents can now receive notifications directly on their dashboard when new chat sessions arrive. By integrating Webhooks with Teams, these V5 workflows can be linked to a designated Teams channel, providing improved accessibility through broadcast notifications.

Add Incoming Webhook to Your Teams Channel

  • Begin by navigating to the Teams channel where you want to receive broadcast notifications.

Select More Options Menu

  • In the chosen channel, click on the more options menu (three dots) located at the top-right corner.

Select Connectors

  • From the dropdown menu, select Connectors

Add Incoming Webhook

  • Click on the Add button next to the Incoming Webhook option.

  • On the Incoming Webhook page, click Add again to configure the webhook.

Configure Incoming Webhook

  • Return to the Connectors menu by following steps 1-3.

Configure Incoming Webhook

  • Click on the Configure button next to the Incoming Webhook option.

Fill Out Webhook Name

  • Provide a meaningful name for the Incoming Webhook to easily identify its purpose.

Create Webhook

  • Click on the Create button to generate the Webhook URL.

Copy Webhook URL

  • Once the URL is generated, click on the Copy button or manually highlight and copy the link.

Configure In Chime V5 Tenant

  • Open your Chime V5 tenant and access the chat pipeline.

Edit Chat Pipeline

  • Select the Edit option in the chat pipeline.

Connect to Agent Pipeline Item

  • Open the details for the Connect to Agent pipeline item.

Enable Webhook

  • Toggle the Webhook Enabled option to activate the webhook functionality.

Paste Webhook URL

  • In the Webhook URL field, paste the previously copied URL from Teams.

User Experience

  • Upon an incoming chat session, a broadcast notification is sent to the connected Teams channel

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