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Guidance Needed: Integrating ACS with Microsoft Teams for Customer Chat Support
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Vijay Jupudi
0
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Hi Microsoft Support Team,
We are in the process of adding customer chat support features to our mobile app. Our customers are managed via an Azure AD B2C tenant, while our support team is part of Azure AD (Entra ID). We plan to utilize Azure Communication Services (ACS) to facilitate chat between our customers and the support team. Currently, our support team uses Microsoft Teams.
Despite reviewing various official resources and forums, I have some uncertainties regarding the following scenarios and would appreciate your guidance:
- Customer-initiated chat via ACS to Support Team (Microsoft Teams)
- Support Team (Microsoft Teams) initiating a chat to Customer (ACS)
Could you please let us know if these integrations are possible? If so, could you provide details on how to achieve them or point us to relevant documentation? If not, could you explain the reasons?
Thank you for your assistance.
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Robin Sheng-MSFT 2,650 Reputation points Microsoft Vendor2024-09-05T07:22:50.42+00:00 Hi @Vijay Jupudi
Teams tag is mainly focused on the general issue of Microsoft Teams troubleshooting. According to your description, your question is not in our support scope.
The following suggestion is for your reference: Teams interoperability
https://video2.skills-academy.com/en-us/azure/communication-services/concepts/teams-interop
- Set up Azure Communication Services: You need to create an Azure Communication Services resource in the Azure portal. Get the necessary connection strings and keys, which will be used in your application.
- Configure Microsoft Teams: Make sure your Microsoft Teams environment has external access and guest access enabled. In the Teams admin center, configure policies that allow communication with external applications.
- Integrate ACS and Teams: Use the SDKs provided by ACS (such as JavaScript, .NET, etc.) to build your application. Implement chat functionality in your application and use ACS's API to send and receive messages. Integrate ACS chat into Teams through Teams' API so that users can participate in chat directly in Teams.
- Test and deploy.
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