What's the customer experience like in Microsoft Teams?

Learn how articles created in Bold360 AI are displayed in Microsoft Teams.

The way articles are displayed in Microsoft Teams differs from how they are displayed in widgets. When creating articles that are to be presented in Microsoft Teams, keep the following in mind:

  • Microsoft Teams can display text, lists, tables, but it can't present carousels.
  • It supports URL links, links to email addresses and to other articles in the knowledge base.
  • It can display embedded videos and advanced text formatting in articles.
  • Conversational flows and entities are supported except for persistent buttons. Persistent buttons work the same way as quick buttons: once the user selects an option, the buttons disappear.
  • When the bot finds multiple answers to the user's query, the bot presents the options as buttons.
  • Agent escalation works by setting up channeling policies in Bold360 AI. Once the conversation is channeled, the bot stops responding and lets the agent continue the conversation. Customers see a message when the conversation is escalated to an agent and when it ends. Customers however don't have an option to end the conversation with the agent.