Right this moment, Microsoft introduced a brand new reside chat function inside Groups, designed for small companies. The function permits web site guests to speak simply with enterprise homeowners by way of a chat widget. Fairly than buying a separate buyer assist chat service for his or her web sites, companies can instantly route buyer chats to their assist crew utilizing Groups.

Here is how the reside chat expertise works:

• A buyer initiates a chat by submitting a question by the web site’s Stay Chat widget.

• They first work together with a Stay Chat bot.

• The system then creates a request, seen to the assist crew within the “Requests” tab of the Groups “Common” channel.

• Stay Chat routinely finds and assigns an accessible assist agent.

• The shopper is linked to the agent by way of Groups Chat for real-time assist.

This new reside chat function is offered to Microsoft 365 Enterprise Fundamental, Microsoft 365 Enterprise Normal, and Microsoft 365 Enterprise Premium customers. The handoff assist crew should all have Enterprise licenses, and there’s a restrict of 25 customers who might be added to the assist crew.

Microsoft Groups additionally presents an answer for patrons preferring telephone calls to talk. Microsoft Groups Cellphone will permit companies to attend and handle calls utilizing the Queues app, eliminating the necessity to change between completely different apps. Companies should have a Groups Cellphone and a Groups Premium license to make use of the Queues app.

For enterprise clients, Microsoft at this time introduced Groups Cellphone extensibility for Microsoft Dynamics 365 Contact Middle. This new functionality permits clients to increase their current Groups Cellphone telephony funding into the contact heart. This functionality might be accessible subsequent month for patrons. Anywhere365, AudioCodes, ComputerTalk, Enghouse, IP Dynamics, Landis, and Luware are licensed for Groups Cellphone extensibility.

These updates from Microsoft purpose to streamline buyer communication and assist, providing companies and enterprises extra flexibility in how they work together with their clients.