Define the integration
Five different models can sit behind “for Teams”
| Model | Agent experience | Essential test |
|---|---|---|
| Channel and thread | Read and reply in a Teams channel | Does the complete reply return to the visitor? |
| Teams app or tab | Vendor inbox embedded in Teams | Is another login and user model required? |
| Notification | Teams only reports a new request | Where does the agent actually answer? |
| API or workflow | Automation connects two products | Who monitors failures and the return path? |
| Contact centre | Queues and omnichannel controls in or near Teams | Do you need the added operating scope? |
Documented candidates
Build the shortlist around the working model
- WebChat: Teams channel/thread focus, Entra SSO, Power Platform and social messaging according to the vendor.
- Social Intents: website chat for Teams, Slack and Google Chat with public package limits.
- Chat365: acceptance, routing, mentions, history, service hours and media features.
- uWebChat: Teams/Azure positioning, skills, translation, assistants and OneDrive archive.
- Captivate Chat: broad messaging channels and bot compatibility with Teams handling.
- CentrePal/CoreInteract: contact-centre scope including voice and management capabilities.
Selection checklist
Set requirements before booking demos
- agent UI, threading, acceptance, assignment and transfer
- Teams desktop and mobile, cover and guest access
- websites, brands, languages, channels and offline cases
- AI, human handoff, routing, reporting and export
- Entra SSO, roles, DPA, hosting, retention and deletion
- licence metric, add-on costs, implementation, support and exit
Proof of concept
Use the same test for every vendor
- 01
Three entry points
Route pricing, support and a second-language page to different owners.
- 02
Three agent cases
Test acceptance, transfer and concurrent replies on desktop and mobile.
- 03
Three exceptions
Test offline service, an AI that does not know and an unavailable Teams channel.
- 04
One export
Demonstrate complete history, metadata, retention and deletion paths.