Target workflow
The complete round trip in four stages
- 01
Visitor starts
The widget captures the message and only the context required for service.
- 02
Routing decides
Page, language, topic or visitor choice maps to a responsible Teams channel.
- 03
Agent owns
The post and thread make ownership visible and reduce duplicate replies.
- 04
Return path delivers
The thread reply reaches the visitor and remains traceable for the team.
Beyond the word native
Prove that it is a channel workflow
- The request is a real channel post rather than a card linking to another inbox.
- The agent replies in the Teams thread without opening a vendor agent UI.
- Ownership and transfer are visible to colleagues.
- Desktop and mobile use the same return path.
- Retries, errors and offline states are observable.
Operational controls
A Teams thread does not create ownership by itself
| Risk | Control |
|---|---|
| Two agents reply | test an acceptance or owner state |
| Wrong channel | define routing fallback and monitoring |
| Too many readers | review private channels, roles and minimisation |
| Thread is removed | define retention, export and support process |
| Return path fails | provide alert, retry and alternate contact |
Comparable claims
Run the identical task in each candidate
WebChat gives the clearest channel/thread description in the sources reviewed. Chat365 mentions acceptance, routing, mentions and history. Captivate Chat markets reading, assigning and replying natively in Teams.
These claims are not assumed to describe identical architecture. Record every click, login, assignment and reply destination in a symmetric proof of concept.