Forum Discussion
Accepting messages
Hello everyone,
We have a client that wants to be able to message us directly over Teams, as we are their IT support. We want to set it in such a way so the recipient has to 'accept' the message - rather than just getting it.
We have concerns that the client will just message technicians directly and bypass the support process but need the technicians to speak to them if needed
I have seen Microsoft support message on Teams that require being accepted first - how would we set this up for our tenant?
Is something like this possible with Teams or is there a smarter way to do it?
1 Reply
Hey
I am giving you 2 solutions with which you can solve this problem.
Solution 1- Configure External Access Approval
- Restrict External Access
Go to Microsoft 365 Admin Center > Teams Admin Center > External Access.
Configure external access to allow communication only with your client’s domain.
Limit other domains or external interactions.
2. Use Federation for External Users
If your client’s organization is federated with yours, the client will have to send a request to initiate a chat. Your technicians can accept or deny this request before the chat begins.
Block Direct Messaging
Encourage clients to contact your team via a shared support channel or group instead of individual direct messages. Direct messaging can then be limited to essential contacts only.
Solution 2- Use Microsoft Teams Approvals App
- Install and Configure Approvals
Use the Approvals app in Teams to handle incoming requests.
Clients submit a request for communication, and technicians can approve or deny it before engagement.
2. Workflow
The client submits a message via the Approvals app or a form in the shared channel.
Technicians review and accept the request.
Once approved, communication can proceed through Teams.
