Volie 15: Microsoft Teams Alerts

Hello everyone, welcome back to the Volley 15 today. You've got me and Liza here. Liza has a, I think, one major update to share. So just going to tee it over to her right away. Let's go ahead.

Great. Yeah, this one functionality-wise, I think is going to be really helpful for BDC teams and also for people at the stores. So, I think this will be a quick call. It's relatively easy to understand, which is good. So, I'll be talking about Pulse Alerts. We've spent a lot of time talking about Pulse. Hopefully, you don't say, you know, join here and say, "What's Pulse?" if you do watch some of the older sessions. But Pulse Alerts right now are delivered via email. We know that a lot of the teams that we work with use other methods to communicate back with employees at the store, primarily advisors, maybe it's service managers, etc. And a lot of you use some type of messenger or chat in addition to, or maybe more so than emails. So what I'll show you today is configuring those alerts for Microsoft Teams notifications. If you are familiar with Microsoft Teams, there are teams, there are channels that you can create within that messaging application. And then there's also just individual users, kind of like a direct message functionality within Teams. Very similar to Slack, if you're familiar with Slack, there's threads or there's kind of the direct messages. So The good thing that I will be showing you today is the ability to configure your Pulse alerts so that they're delivered either in a Teams channel or directly to an individual. So I'm going to share my screen quick. In the Call Intelligence dashboard, so the Pulse dashboard, you access your alerts by clicking on the filter options. This is where you can filter what you're looking at, and then you can save those filters as an alert. I'm going to open up an alert that I already have that exists, so I'm going to click on Manage Alerts. And as a new delivery option, if I click Edit on one of my existing alerts, I scroll all the way down to the bottom there's this new section for Microsoft Teams notifications. Um, all I need to do if I want to send this alert via Teams rather than via email is select my landing place. So I have two set up in this demo environment. I have one channel and then I have an individual user. So I would just select one or both of the, uh, places where I want this alert to land and then click update. Um, in setting this up, your CS person will help you. Um, there's a little bit of plugging in that we need to do. Um, but essentially when we go to set this up, you can choose which channels you want to appear here, or you can create a new channel in Teams if you want to call something like Volley Alerts or Pulse alert, something like that. We can use existing channels or you can create a new one. So we'll set that up for you and then you just check the box for where you want those alerts to go. I have one other screen to show, which is just a— it's a screenshot from Microsoft Teams just showing what that alert looks like. Very similar to what you received today in the emails. So where it says Service Scheduling Alert, that would be the name that I've given to the alert. So it could be mislabeled call, unprofessional call, whatever you have that alert set up for. The name of the store that tripped the trigger, any flags that were identified by Pulse on that call, a quick summary, and then, you know, customer information, rep information. If you click on View Pulse Assessment, it will take you to the Pulse page with all of the Pulse assessment details. Versus if you click View Call, it will take you to that call, that conference view page that you typically would access by going into Admin and then Calls, or by viewing the call from the customer-specific profile. So makes it really easy to open. Both of these pages can be accessible from someone who doesn't typically log into Volley, so easy to get where you need to go. Simple setup. We'll help you with it. It's a one-time plugin. If you have any questions, grab us. This is live now. So if you have Teams and you're thinking, oh my gosh, this will save me a lot of time, please grab us. We can help you get this set up really quickly.

You said that the initial connection, the initial integration with their Teams account that they need to get with their CS rep for?

Yes. Yep. Yeah, there's some pieces that we need to exchange to plug into their Microsoft Teams account. Yep.

Okay. One other question is, right now, obviously, this is just Teams. There, there are a couple other big messaging Um, slash communication channels. Are there any plans for the future to do any other of those platforms?

I'm glad you said that. I alluded to it earlier and then in one ear and out the other. Slack will be a close follower. So Slack will be the next step.

Okay. And then one other question. These are today for the Pulse Alerts. But we do have another, you know, the hot alerts people use. Any, you know, what about hot alerts through Teams and Slack in the future?

Do you know the answer to that, Jake?

I do. I, yes, the goal is that hot alerts will— it's not today and no timeline there, but today we're just talking about the Pulse Alerts. But eventually that is the goal there to be able to get those hot alerts through Teams and Slack as well.

Makes sense. Great.

Okay, well, um, if, uh, anything else, Liza?

Not for today. You gotta wait another 2 weeks. No, sounds good.

Well, uh, thank you all for joining. Please reach out to Liza and, uh, and your CS rep if you have any questions, want to get this set up, or, you know, always reach out with anything you need. And we hope you have a fantastic day.

All right, see ya.