Alerts let reps know when there’s a hot visitor on the site that’s ready for a pounce, or is requesting an incoming call, without them needing to sit in ServiceBell’s dashboard 24/7.
In one click, reps can launch ServiceBell and initiate a call, from the tools they already use everyday, like Microsoft Teams.
This tutorial walks ServiceBell admins through configuring the Microsoft Teams integration.
Connect ServiceBell to Microsoft Teams
You’ll need admin privileges in Microsoft Teams to connect ServiceBell. If you’re not an administrator, reach out to your Teams admin.
First, create a channel in Teams called “ServiceBell Alerts”.
Then, open the dropdown menu and choose “Add a connector”.
Next, search for “Incoming Webhook” in the connector menu, and click “Configure”.
If you’ve not yet configured an incoming webhook, the button will say “Add.” Click “Add”, close the menu, and re-open the menu. The “Incoming Webhook” button should now say Configure.
Configure a new webhook called ServiceBell Alerts and click Create.
Copy the new webhook URL at the bottom of the page.
In your ServiceBell dashboard, navigate to Settings > Integrations and toggle on the Microsoft Teams integration.
Next, paste the webhook in all 3 types of alerts (dials, pounce alerts, and meetings.)
If you want different channels for each type of alert, create multiple channels in Teams, a unique webhook for each channel, and paste them separately in each ServiceBell alert type.
Click Save, and fire a test alert that should look like this:
It’s also important you receive banner alerts on your desktop while Teams is closed, so you never miss an alert.
If you see a banner alert pop up on your screen while Teams is closed, you’re good to go!
If not, follow these steps to configure banner alerts:
Enabling Notifications in Your Operating System
- Search for “Notifications” in the spotlight, or open “Notifications” from “System Preferences”
- Find Microsoft Teams in the list of applications
- Ensure that “Allow Notifications” is toggled on, and that the style is either “Banners” or “Alerts”
Send yourself a test alert by visiting a page with alerts configured. You should see something like this pop up (as a Teams alert, not Chrome):
- Click Start > Settings.
- Select System
- Click Notifications & Actions
- Toggle on Get notifications from apps and other senders
- Scroll down to Get notifications from these senders
- Toggle on notifications from Microsoft Teams
Visit a page with alerts configured to fire a test alert. See if an alert banner pops up on your screen. If not, make sure you have Show notification banners turned on.