Configuring Teams Bot Messages

To improve performance, maintainability, and organization, Microsoft Teams bot message settings are grouped into three categories:

•Custom Messages

•Teams Configuration Messages

•Teams Configuration Text

Each category includes one-line definitions for its individual message items to support easier configuration and reference.

Custom Messages

•Teams Channel User Welcome Text:Displays a welcome message when the user first interacts with the bot in a Microsoft Teams channel.

•Teams Bot Actions Welcome Text: Displays available user actions after the welcome message.

•Branding Text: Display the bot’s name as shown in the Teams interface.

•Create a Ticket Command Text: Allows users to initiate a support ticket.

•Check My Ticket Status Command Text: Allows users to view the current status of their submitted tickets.

•Ticket Creation Success Text: Displays a confirmation message after successful support ticket submission.

•Chat with Analyst Command Text: Initiate a live chat session with a Service Desk Analyst.

•Close Chat Conversation: Ends or leave the current chat session.

•Self Service Chat First Warning Message: Send the first inactivity warning message to the user during a self-service chat session.

•Self Service Chat Second Warning Message: Sends the final inactivity warning message before the self-service chat session is closed.

•Self Service Chat Timeout Error Text: Displays message when the session ends due to user inactivity.

•Self Service Chat Connection Failure Text: Displays message when the self-service chat session fails to connect due to a technical issue.

Teams Configuration Messages

•Continue Option Text: Message shown to user whether they want to continue interacting with the bot.

•Continue Text: Short prompt displayed as a follow-up for the user to confirm continuation.

•Create a Service Request Command Text: Command used to initiate a new service request.

•Fail Join Message: Message displayed when the bot is attempting to connect the user to an available agent.

•Help Button Text: Label displayed on the button users can click to request help.

•User message when Chat feature is disabled: Message shown when the chat functionality is currently unavailable.

•Service Request Creation Success Text: Confirmation message displayed when a service request is successfully created.

•User message when Teams Integration feature is disabled: Message shown when Microsoft Teams chat integration is not enabled or currently unavailable.

•Teams Integration Generic Text: Default message displayed while connecting or processing chat in Teams.

•Teams Bot Chat Connection Failure Timeout Text: Message displayed when no agents are available, and the bot fails to establish a chat connection within the timeout period.

Teams Configuration Text

•Authentication Failure Error Text: Message displayed when the authentication fails and cannot access the application.

•Analyst Offline Message: Message shown when no analyst is available in the specified Line of Business (LOB).

•Connection Timeout Message: Message displayed when the chat connection cannot be established within the expected time.

•Help Message: Message describing the available bot capabilities and supported actions for the user.

•Message for assigning the chat conversation to an Analyst: Message shown when the bot assigns the chat to a specific analyst.

•Message for routing the chat conversation based on Analyst availability: Message displayed while the bot searches for the next available analyst.

•Message when user leaves the chat conversation in Teams: Confirmation message displayed when the user exits the Teams chat session.

•Message when the analyst is connected to a chat session: Notification message confirming that the user is now connected to an analyst.

•Analyst Message when user leaves the chat conversation: Notification to the analyst when the user exits the chat session.

•Teams Bot Chat Connection Failure Text: Message displayed when the bot fails to maintain the connection and attempts to reconnect.

•Teams Bot Chat LOB Hr Text: Confirmation message shown when a ticket is submitted for HR-related issues, including the case number.

•Teams Bot Chat LOB Security Text: Confirmation message shown when a ticket is submitted for security-related issues, including the security case number.

•Teams Bot Chat LOB Workorder Text: Confirmation message shown when a ticket is submitted for work order-related issues, including the work order number.