Who can use this feature?
- Global admins or users with advanced permissions can configure integrations
- Not currently available for EU services
The Totango bot for Microsoft Teams allows anyone who can interact with the bot to query Totango data from MS Teams; an MS Teams user does not need to have any Totango licenses to be able to interact with the bot. Get the information you need—or even quickly log a touchpoint—without leaving MS Teams chat.
How to add the Totango bot for MS Teams
The Totango bot for MS teams requires 1) your Totango administrator to connect your Totango account and configure team settings in Totango, and 2) your administrator of MS Teams to allow access to the bot
Once those steps are complete, any MS Teams user can add the Totango bot! You can interact with the bot, even if you do not have a Totango user license.
Where to interact with Totango bot in MS Teams
Once configured, the MS Teams bot is available in the following locations:
-
1:1 conversation with the bot that appear in your Chat section
You don't need to "at mention" the bot when interacting with the bot directly 1:1. -
Any channel in which the Totango bot was installed
Use "at"@Totangoin specific channels and posts.
Access account information
The Totango bot can show you information about a specific account for any team account set that the bot can access.
- Ask the bot to find a specific account by typing one of the following:
tell me about {accountName}tma {accountName}account {accountName}
(or just the account name without any prefix)
The bot will search for an account. If multiple options are found, it will ask for a clarification. After you select a specific account (or if only 1 account was found to begin with) you'll see a card with a short overview:The "Team" section in the screenshot shows all account team members; there is no limit.
- Optionally switch to the Key Information:
The key information contains all attributes specified in the Key Info widget in Totango system. Currently there is no limit. The attributes with no value will be omitted to save the space.
- Optionally see the latest touchpoints. Click Show More to continue expanding touchpoints.
Create a touchpoint
Create a touchpoint directly from MS Teams. The touchpoint will be immediately viewable on the account timeline for team members with access to the Totango platform.
- Log a touchpoint from the account details card (see above), or by sending the bot one of the commands:
- Prefix: One of
log,record,add, orcreate - The word touchpoint can be on of:
touchpoint,touch point,a touchpoint,a touch point - Suffix: One of
toorforfollowed by an[account name]
Log a touchpoint for Microsoft.
OrAdd touch point to Microsoft
When the bot identifies the account you want to log the touchpoint under, a new window appears. - Prefix: One of
- Enter the touchpoint details:
- Required fields: Subject, touchpoint type, flow, description.
-
Optional fields: Reason, participants. Participants field needs to be a valid email address, or a list of email addresses. Acceptable format is
email@domain, or<name> email@domain. Emails could be delimited by comma or semicolon—used by most popular email and calendar applications, so it's easy to copy-paste the participants of an email thread, or a meeting from the calendar app.
- Click Add Touchpoint.
Totango bot indicates status of the touchpoint.
FAQs
Question: I'm querying the information about an account, but the bot displays different data than I see in the Totango platform.
Answer: The bot has a caching mechanism; the data is kept for 2 minutes. If you update account assignees (or other key info attributes) in the Totango platform, please allow 2 minutes to pass before querying the data in MS Teams bot.