When you route WhatsApp conversations to a widget connected to Microsoft Teams, incoming WhatsApp messages appear as chat invitations in your Teams channel. Agents reply directly from Teams, and responses are sent back to the customer through WhatsApp. This guide covers how the integration works and how to configure routing.
Pré-requisitos
- WhatsApp Business connected to Social Intents (see Setting Up WhatsApp Business)
- A chat widget connected to Microsoft Teams (see Connect to Microsoft Teams)
Routing WhatsApp to Teams
Select the Widget
Go to Settings > Outbound Settings. Under Route Inbound to Chat App, select the widget that is connected to your Microsoft Teams channel.
Verify the Team Channel
Confirm that the widget's Teams integration is configured to post to the correct channel. Go to My Widgets > your widget > Settings to check the target channel.
Test
Send a WhatsApp message to your business number from a personal phone. The message should appear in your Teams channel as a new chat invitation.
What Agents See in Teams
When a WhatsApp message arrives, Social Intents posts a chat invitation to your configured Teams channel. The invitation includes:
- The customer's phone number
- The source label (WhatsApp)
- The customer's initial message
Agents click the invitation to join the conversation. From that point, the experience is the same as handling a website chat in Teams - agents type their reply in the Teams message input, and all messages flow between Teams and the customer's WhatsApp app in real time.
Escalation Routing
You can route WhatsApp conversations to different Teams channels based on conversational topic using escalation routing. Create Escalate Chat to Human actions in AI Actions and assign each route to a specific Teams channel. For example:
- Sales inquiries route to the #sales channel
- Support questions route to the #support channel
- Billing issues route to the #billing channel
The AI chatbot handles the initial conversation and determines the topic before routing. See Escalation Routing for configuration details.
Chatbot com IA
If the widget has an AI chatbot enabled, the chatbot responds to WhatsApp messages before any Teams notification is sent. The chatbot handles the initial conversation using your training data and AI actions. When the customer needs a human agent or triggers an escalation, the conversation is handed off to your Teams channel with full context.
Perguntas frequentes
Can I route WhatsApp to a different Teams channel than website chats?
Yes. Create a separate widget for WhatsApp conversations and connect it to a different Teams channel. Then route WhatsApp inbound to that widget in Outbound Settings.
Do agents need WhatsApp installed?
No. Agents respond entirely from Microsoft Teams. They do not need a WhatsApp account or the WhatsApp app.
Can I use multiple Teams channels for WhatsApp?
Yes, through escalation routing. The AI chatbot determines the topic and routes the conversation to the appropriate Teams channel.