Send Messages to Microsoft Teams from CSM

Use a Microsoft Teams channel added to the Related Items pane of a saved Business Object record to send and receive conversations. Messages from CSM are sent to Microsoft Teams as the Cherwell application bot instead of the CSM user.

To send messages to and from Microsoft Teams:

  1. From a saved Business Object record, expand the Related Items pane.
  2. Select the Chat page.
  3. Create a channel, if one is not already available. See Create a Microsoft Teams Channel from the Related Items Pane.
  4. Type messages at the bottom of the Chat page, and then press Enter.
  5. Select the Refresh icon to update the channel with messages from Microsoft Teams.