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Private message management

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Robbieenglish
Occasional Visitor
I own a growing real estate company based in austin Tx and we are loving teams. We implemented it because we were tired of emails and texts from agents all the time.

The one thing we have not been able to figure out is how to set up a way for our agents to private message us for help. What we were wanting to do is set up something like @brokersupport and have the message go to all of the team leads to answer when an agent needs assistance. This way we could all individually answer private and confidential messages or just to make sure someone who was available could answer possibly quicker than another broker.

Right now agents are having to bounce from broker to broker for help depending on availability and wasting time and effort do this and we as management do not know if the agent has received assistance.

Is there a way to set something that would private all management from one address like @brokersupport?

Thanks.
3 Replies
I guess you could either create a channel
Called broker support and make sure all the team leads follow this channel!
Then you could @mention this channel to get their attention whereever within the team!
Or you could create a group chat and name it like broker support! You would need to know which ones suppose to be in the group though
This is a Hub and Spoke Group scenario (send to group privately, respond privately).

I don’t personally think that Teams is a good application for this in terms of having that functionality natively. There would be some workaround as Adam said to get it to work.

I would consider Kaizala for the future which has this functionality natively and is now being rolled out globally to 365 tenants

https://techcommunity.microsoft.com/t5/Microsoft-Kaizala-Blog/Coordinate-work-across-dynamic-network...

Hope that helps,

Best, Chris

Hi @Robbieenglish , great to hear that your business is benefiting from Teams.

 

The scenario you describe is really like a chat version of a contact centre, where a chat message 'hunts' for an available agent. Teams can do this to some degree for voice calls through a call queue, but today it doesn't include something equivalent for chat messaging. It would probably be possible with a third party contact enter like Anywhere365,  but it would be a fairly heavyweight solution at the moment.

 

It would be good to post it on https://microsoftteams.uservoice.com/ which will be reviewed by the product team, they are always looking for new requirements. 

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