Use the Customer Card Agent for Microsoft Teams

If your administrator has enabled it for you, the customer card provides information to help you handle contacts. When you have an interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. open, the customer card for the contact appears in the app space on the right.

There may be more than one customer card for a contact. You can merge customer cards by clicking Merge icon: two lines merging into one arrow..

For digital interactions, the information provided in the customer card updates with each new message or email you receive.

Customer Card, with the contact's name at the top, then drop-down tabs labeled Details, Contact History, Notes, and Channels.

Expand each section to access information about the contact:

Link CRM Records to Interactions

In the customer card, you can link CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. records to the interaction. When linked, information about the interaction, such as the contact's name, is passed to the CRM record. For calls, this happens after the call ends and you complete any after contact workClosed State that allows an agent to complete work requirements after finishing an interaction.. For digital messages, it happens after you transfer the interaction or unassign it from yourself.

These records are only available if your administrator has connected a CRM, such as Salesforce or Microsoft Dynamics, to Agent for Microsoft Teams.

  1. In Agent for Microsoft Teams, click Customer Card icon: a person next to a document. in the app space on the right.

  2. Open the Current Interaction or Related Interactions section of the customer card. Find the record you want to link.

  3. Click Link Icon of a chain link in a blue box. next to the record.

Unlink CRM Records from Interactions

In the customer card, you can unlink CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. records from the interaction. Information about the interaction, such as the contact's name, is no longer passed to the CRM record.

These records are only available if your administrator has connected a CRM, such as Salesforce or Microsoft Dynamics, to Agent for Microsoft Teams.

  1. In Agent for Microsoft Teams, click Customer Cardicon: a person next to a document. in the app space on the right.

  2. Open the Current Interaction or Related Interactions section of the customer card. Find the record you want to unlink.

  3. Click Linked icon of a check mark in a green box. to unlink the record.

Create CRM Records

You can create a new CRM record while you're handling an interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., if your administrator has enabled this.

  1. In the Related Interactions section of the customer card, click Create New icon of a plus sign..

  2. In the drop-down, select the type of record you want to create, such as Case, Contact, or Lead.

  3. In the pop-up that appears, click Save. The created record appears in the customer card and opens in your CRM.

View More CRM Records

The first records that appear in the Related Interactions section of the customer card are person-level records, such as accounts, contacts, and leads. These records contain information related to the record in the Current Interaction section. For example, records for other people in the contact'sClosed The person interacting with an agent, IVR, or bot in your contact center. household may appear in Related Interactions. You can refresh the customer card to see more records. Records created during the interaction can appear.

  1. In Agent for Microsoft Teams, click Customer Card icon: a person next to a document. in the app space on the right.

  2. Click Refresh at the top.

  3. In the Related Interactions section, click the arrow that appears next to a record icon of an arrow pointing down. to view the records related to it.

Merge Customer Cards

Each time you interact with a new contact, Agent for Microsoft Teams creates a customer card for the contact with their information. It also creates a new customer card every time you interact with a contact over a new channelClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center.. This means that there may be more than one customer card for each contact. You can merge them to keep the contact's information in one place.

Elinor Dashwood, an agent with Classics, Inc., is on a call with Edward Ferrars. Agent for Microsoft Teams creates a customer card for Edward with his information from the call. During the call, Edward mentions he emailed Classics, Inc. yesterday. Elinor searches for the customer card created for Edward from his previous email interaction and merges it with the new one. His information is now stored in one customer card.

  1. Open an interaction in Agent for Microsoft Teams. If the customer card for the contact does not automatically open in the app space on the right, click Customer Card icon: a person next to a document..

  2. Click Merge icon: two lines merging into one arrow. in the top right corner of the customer card.

  3. Possible duplicate customer cardsappear. You can also search for customer cards.

  4. Select the customer card you want to merge with the one you have open. Click Merge icon: two lines merging into one arrow..

    The cursor hovers over the Merge icon next to a customer card for Edward Ferrars, Webchat.

    If the merge was successful, a green box appears at the bottom of the app space. The contact's information is combined into one customer card.

    A green box appears at the bottom of the customer card that says: Contact Card Merged.