Teams on Webex Teams - Want to Make a "Support Chat Box"

[Gretchen.Weber]

Hello,

I am looking to create a "support chat" where my team mans the chat.  Users outside my team should be able to type in our team name i.e. "support chat", and create a direct message with the "support chat" team. The person reaching out should not see messages from other users who have reached out to the "support chat". Does anyone know how to accomplish this?

It would mimic the "direct message" of user to user, but instead it would be my team on one chat answering one users potential question.

Would really appreciate any insights!

[Ashish Patel]

Hi

Not clear what research of developer experience you have.

First you need to start here https://developer.webex.com/docs/bots

A repository for samples is here https://github.com/CiscoDevNet/awesome-webex#client-sdks

What I am not sure about is whether you can respond as a hidden user. If you create an account you will be also be able to open a case for further development questions.

Thanks

ashish

[Gretchen.Weber]

Hi,

I am not looking to create a bot, I am looking for a chat in which several
of my team members could answer a message.

The space created would only be between the person who sent the message,
and my team.

Another way to think of what I'm describing is like an inbox that has
multiple owners, anyone can answer the message from my team, but the person
who sent the email would only see the conversation between themselves and
the inbox.

Thanks!

[skilambi · Accepted solution]

You will need to think of this workflow differently in Teams

1) Create a Team for support. Webex Teams doesn't natively support public Teams that can anyone can find so folks have written bots to publish that Team space to a web site. Folks join the appropriate spaces and basically ask questions. Team members would then need to create a 1:1 space with that user if they want to continue support

2) Cisco had a bot called spark care bot which was exactly what you are asking for. i.e. ask a question and it would send the message to a set of users and when the expert would say I can help to the bot it would move that convo to a private space. So as the user above suggested it does need to develop a bot. Cisco stopped spark care so don't think this is available anymore

https://community.cisco.com/t5/collaboration-voice-and-video/spark-care-assistant/ta-p/3633051

https://youtu.be/F1eNODJHaEc

Unfortunately without a bot there isn't a native way to accomplish this