Chat Queue
Last updated
Last updated
At this time chat queues are only supported for Landis Contact Center organizations hosted in North America.
Administration | Settings | Grant permissions for Contact Center Chat
Create a user in your M365 tenant to use as a service account. This will be the teams meeting organizer and the chats will be created in their account. This user should have a Teams license.
Create a Teams meeting policy with the settings below. Navigate to Microsoft Teams admin center | Meetings | Meeting policies | Add
Anonymous users can join a meeting - ON
Anonymous users and dial in callers can start a meeting - ON
Who can bypass the lobby? - Everyone
Assign the meeting policy to the service account user. Navigate to Microsoft Teams admin center | Users | Manage users | Select service account user | Policies tab | Edit | Select the new meeting policy | Apply
Add an app access policy to your tenant. This will allow the chat app to create meetings on behalf of the service account. Open PowerShell and run the following commands:
Upload App Manifest to the Teams Admin Center. Navigate to Microsoft Teams admin center | Teams apps | Manage apps | Actions | Upload new app | Download the file below and select the file to upload. The application can up to 24 hours to fully provision in your Microsoft 365 tenant.
Install the Landis Chat Bot for the agents in Teams.
Navigate to Queues & IVRs | Queues | Add Chat Queue.
Setup Web Chat
The chat prompts can be changed org wide in Administration | Languages | Actions | Change texts