Microsoft Teams 2.0 FAQs
What is the Microsoft Teams Service App?
Thread’s Microsoft Teams Service App allows contacts to create and manage support requests directly within their organization’s Teams environment—eliminating the need to send emails or call support.
It’s the most popular way Thread Partners enable chat-based support for end customers.
Frequenly Asked Questions
How does chatting in the Microsoft Teams Service App work?
Contacts can create and manage support requests in two ways:
- Messenger Embedded Application
- Native Teams Direct Messages (DMs)
Messenger Embedded Application
- Contacts can find the service provider’s app by searching in the View more section of the Teams app menu or clicking on the pinned app.
- From the app page, they can interact with open threads or create new requests using the Chat or Request button.
Native Teams DM
Contacts can start a new request, review existing ones, and chat with their service team via Teams DMs.
To start a thread:
- Contacts can navigate to Chat > New Chat, search for the service provider (e.g., Thread Service), and send a message.
- The Service Bot will respond, offering options to open an existing request or create a new one. If no active requests exist, a new one is created automatically.
- Once a request is created, the Service App generates a Group Chat titled with the request ID and summary, where all messages between the contact and service team are stored.
Will my service team see messages and attachments sent in a Group Chat?
Yes! All messages, images, and files sent in a Group Chat are added to the thread conversation in Inbox and synced with the PSA ticket.
What happens if a contact adds a teammate to a Group Chat?
The new participant is automatically added as a CC’d contact in both the thread and the PSA ticket. If a contact leaves the chat, they are removed from both.
What happens if a contact starts a video or audio call in a Group Chat?
Currently, this functionality isn’t supported in Inbox, and calls won’t appear as messages. Video and audio call support is on our roadmap—let us know if it’s valuable to you!
