Who can use this feature?
- Refer to user licenses for limitations
- Available on all plans
If enabled by your administrator, you can optionally connect your Microsoft Teams profile with Totango. Once connected, your call recordings from Microsoft Teams will automatically create Totango touchpoints.
Your Totango administrator must first enable the integration in your Totango account. You must also have a Microsoft Teams account to use this integration.
Create a Microsoft Teams call recordings connection
You can connect/disconnect your MS Teams profile anytime within your Totango user profile.
- From within Totango, click your profile icon and choose Edit Profile.
- From the Integration tab, locate the Microsoft Teams option, and click Connect.
A new browser tab prompts you to sign into your Microsoft Teams account. - Enter your sign in credentials and follow the onscreen prompts.
- When successful, the integration in Totango will be listed as "Connected."
- Click Save or X to close your Totango profile.
Upon initial connection, Totango will start creating touchpoints for recorded meetings in the last 30 days. Going forward, Totango will start creating touchpoints for new recorded meetings every 15 minutes.
If you disconnect and reconnect the MS Teams integration, a full sync will not run again. After reconnecting, MS Teams will only perform recurring syncs for new meetings.
The default touchpoint type will be set to "Web Meeting." The touchpoint flow will be the default flow. You can change the touchpoint details after it is created in Totango.
Considerations
- Only recorded meetings (even if they are not transcribed) can be processed and synced to Totango. Unrecorded meetings (even if they are transcribed) are ignored and not synced to Totango.
Microsoft Teams does not automatically start recording meetings; make sure you click to record your meeting if you want it brought into Totango.
- If a meeting synced to Totango is later deleted from MS Teams, it will not be automatically removed from Totango. You must manually delete the touchpoint from Totango if you want a previously synced meeting removed.
- If a meeting synced to Totango is later updated in MS Teams (e.g., date, name, etc.), it will not be automatically updated in Totango.
- If a meeting sync fails, the integration will attempt to sync the meeting again during the next recurring sync (every 15 minutes).
- You can record meetings in languages other than English; the LLM summarizes and converts the content into a touchpoint in English in Totango.
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A recorded meeting will be created as a touchpoint only if one of the attendees is an account user of a Totango account record.
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If a meeting involves multiple users from different accounts, only one touchpoint is created. The account for which the touchpoint is created is determined based on the application’s engagement logic.
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If a recorded meeting includes both external users (non-Totango or non-account users) and internal users (account users linked to the meeting's relevant account in Totango), the created touchpoint will list the external users by their email addresses only (not clickable).
- If an MS Teams user with integration details is not a Totango user and doesn't exist in Totango, they will be identified by their email address in the "user@email.com added a touchpoint" message when the touchpoint is synced, as opposed to their name.