Installation guide

Follow these steps in the Admin portal to install Email integration with Tickets (Please note that this process requires your IT Administrator to grant access halfway through the installation process):

1. Log in to the Admin portal. 
2. Navigate to the App Directory and search for Microsoft Email Tickets.
3. Open the Microsoft Email Tickets app and click on Add.
4. Click the Add Account button.
5. You will be redirected to the Microsoft authentication page. Log in using the email address you intend to connect to the queue for sending and receiving emails.
   
6. Once signed in, follow the prompts to request administrative consent.
   
7. Wait for your system administrator to complete the approval process outlined in the Admin Guide below.
8. Once your admin confirms they have granted consent, refresh your page. You should be redirected to the Home screen, confirming a successful Microsoft sign-in.
9. Click Add Account and select the email account you want to connect to the integration.
   
10. Once your account is connected, follow the guide under "Integrate Microsoft Email with a Queue". When the integration is set up and linked to a queue, it will look like this:
    

Admin Guide: Granting Administrative Consent

System administrators should follow these steps to approve the user's connection request:

1. Upon receiving the user's request for administrative consent, access the Microsoft Entra/Azure portal.
2. Navigate to Enterprise apps.
3. Locate "Omni Email" within the applications list and select it.
4. In the application's left-hand navigation menu, select Permissions.
   
5. Click the button labeled "Grant admin consent for {YOUR_COMPANY_NAME}".
6. A confirmation popup will appear: approve the prompt. Afterwards, a comprehensive list of all granted permissions will be displayed on the screen.
   
7. Task complete: All administrative tasks are now finished. Please notify the user so they can return to Step 9 in their installation guide to finalize the setup.
   

Integrate Microsoft Email with a Queue

Follow these steps in the Admin portal to connect your email address to the queue and start using Email integration with Tickets:

1. Start by navigating to the PBX Services tab.
2. Change the display to Table View using the option in the top right.
3. In the left panel, select the Name and Number tab.
4. Find and select the Queue you intend to integrate Microsoft Email Tickets with.
5. Proceed by clicking Add Omni channel.
6. Choose the channel Microsoft Email Tickets from the available options.
7. Select your configured Account created from the App Directory.
   
8. Finally, click Add channel. This completes the integration process for the queue, making it ready for immediate use.
9. 

Installation guide

Before you start install the integration you need to create a business portfolio in Meta Business Suite and Business Manager. Click on the links below and follow the instructions:

Link nr 1: https://www.facebook.com/business/help/1710077379203657/
Link nr 2: https://www.facebook.com/business/help/544882093404673/
Link nr 3: https://business.facebook.com/ 

After you have created the Meta Business Suite and Business Manager account follow the instructions below to install the integration in the Admin portal:

1. Go to the Admin Portal. 
2. Navigate to App Directory. 
3. Search for WhatsApp in the search field. 
4. Click and open the WhatsApp application. 
5. Press the "Add" button on the top right to install. 

Setting Up Your WhatsApp Account & WhatsApp Business Account

If you don't have a WhatsApp account, on step 7 choose Create a WhatsApp Business Account and Create a new WhatsApp Business Profile instead.

Follow the steps below to set up your WhatsApp Account and WhatsApp Business profile: 

1. Under "Select WhatsApp account" choose the WhatsApp account you created and will use for the queue.
2. Log in with your Facebook account.
3. Click Get Started.
   
4. Select the BusinessPortfolio you just created.
5. The following information should be auto-filled:
   1. Business Name
   2. Business Website or Profile Page
   3. Country
6. Click Next.
   
7. Select your WhatsApp Business Account and WhatsApp Business Profile.
   
8. Under "Review Tickets Integrations Access Request," review the integration summary and click Continue.
9. Click Continue.
   
10. When the system have verified your account and are ready for use > click on Finish. 
11. You will then be redirected to the App Directory page.
12. Select the WhatsApp account you just created.
13. Under Register WhatsApp account choose a pin to register the account. OBS! Save the pin for later.
    

Then, complete a refresh of the page and the account will be connected.

Integrate WhatsApp with the queue

1. Start by navigating to the PBX Services tab.
2. Change the display to Table View using the option in the top right.
3. In the left panel, select the Name and Number tab.
4. Find and select the Queue you intend to integrate with WhatsApp.
5. Proceed by clicking Add Omni Channel.
6. Choose WhatsApp Channel from the available options.
7. Select your configured WhatsApp account created from the App Directory.
   
8. Finally, click Add Channel. This completes the integration process for the Accounting queue, making it ready for immediate use!
   

Integrate WhatsApp with Telavox Chat Widget

You can create Chat Widgets on your customer. Telavox Widget makes it easier for you to talk to your customers. It is your customer's best friend on your website, it maximizes your customer support, creates more leads and increases sales. It shows the waiting time in your call queue, your company's opening hours and contact details. 

Now you can chat with your customers through the widget! You can change the widget colors so that it aligns with the same impression as your company. 

Next steps

Install and set up the WhatsApp integration. The integration option will then appear under Chat Widgets, where you can select the WhatsApp number you want to show. 

You can read more about Chat Widgets on our FAQ article Get started with Telavox Widget. 

Templates 

You can create Templates and send to the customer after 24h of inactivity. Templates are small pre-written messages that can be sent to the customer if 24 hours have passed in a conversation without a response from the customer. You can send something like, "Hello, if you still need help, let us know". 

1. Under the tab "Troubleshooting guides" below you can read more about the requirements to use Templates.
   
2. Create new Templates in the App Directory under the WhatsApp application.
   

Requirements to Use WhatsApp Templates

WhatsApp Business Account (WABA):

• You must have a verified WhatsAppBusinessAccount connected to your MetaBusinessManager.

Billing Information in Meta:

• Add valid billinginformation in MetaBusinesssettings. Without it, you won’t be able to send templates.

Template Approval:

• All message templates must be pre-approved by Meta before use.
• Templates are reviewed for formatting, clarity, and compliance with WhatsApp’spolicies.

Template Formatting Rules:

• Use variables ({{1}}, {{2}}, etc.) for personalization.
• Avoid promotionallanguage unless the template is categorized accordingly.
• No misleading or spammy content.
• Must be clearly written and professional.

Template Categories:
 

• We only support the category Utility for now.

Opt-In from Customers:

• Customers must opt-in to receive messages via WhatsApp before you send templates.

Quality Rating & Limits:

• Template quality is tracked (High, Medium, Low). Poor performance can result in limits or restrictions.

Phone Number Setup:

• The number sending the templates must be connected and verified under your WABA.

Microsoft Email integration with Tickets

CC on Emails

When replying to an email in Tickets that includes CC recipients, your reply will be sent to all of them. It is not possible to select or remove recipients manually right now.

Signatures

Email signatures cannot be added when replying to emails at this time.

How are incoming emails distributed to agents?

Incoming emails are distributed to agents using the setting defined in the queue connected to the email channel.

When an agent is assigned to more than one queue, how does the system manage their workload?

If a member belongs to several queuing systems, the system with the highest priority setting will be the first one to distribute or connect.

What happens to the incoming emails in our Outlook client?

Telavox's email channel only retrieves information from Microsoft Outlook; it does not delete emails from Microsoft. The Telavox email channel does not cause the deletion of these emails.

Can I have telephony and Email | WhatsApp on the same queue?

Although technically possible to combine telephony and email in a single queue, we strongly recommend creating separate queues to account for their distinct configuration requirements.

Can we auto-assign or does someone have to manually pick?

Agents are required to manually pick up a ticket. This can be done either by using the Assign button or by simply replying to the email, which automatically assigns the ticket to the agent upon their response.

Why are my calls interrupted by incoming emails?

Make sure you have the setting "Call agents with SIP calls" turned off or set to ‘No’.  The setting is found in Partner, Search for the customer > Account views > Queues and Call Groups > look for the queue that you’d like to update.

Can I edit the email subject when replying?

No - the subject is fixed from the original inbound email and cannot be changed in a reply.

Can multiple agents collaborate on the same email ticket?

Yes - tickets can be assigned and reassigned between agents. Internal notes allow the team to communicate within the ticket without the customer seeing the messages.

What happens if an outbound email fails to be sent?

The message shows a Failed delivery status. The agent can retry sending from within the ticket.

Are there file restrictions on received email?

No - the current approach to file restrictions is to rely entirely on the sanitation processes performed by Microsoft on the emails it handles.

Are TO and CC recipients visible?

Yes - the full TO and CC recipient list is visible in the collapsible header on each email message.

Can I modify the recipients of the reply I'm about to send?

No - If there are multiple recipients (TO, CC), they will all receive the response sent from Tickets.

Can I choose which email address to send from?

No. This is currently not possible.

Is the recipient's list shown in the mobile app?

No. Replying to multiple recipients is possible, but the mobile app does not currently display who will receive the response. Support for this feature is not yet available.

How do I close a resolved ticket?

Use the status control in the ticket header to mark the ticket as Closed. Closed tickets are available in the 'All' tab.

How do I see the incoming errands?

Incoming errands are shown in all tabs in email while on mobile it's shown in Unassigned and All tabs.

How are incoming email tickets currently related?

Tickets generated from emails are linked together using the original sender's email address.

Can we use templates or signatures?

No, both are currently not supported in this release.

Is there dashboard support in Tickets?

No, this is currently not supported in this release.

Can I create new contacts from Tickets?

Yes.

Can I relate an email ticket to other channels?

No, this is currently not possible.

Is the filter capability available on the mobile apps?

No, it's web/desktop app for now as we're aiming to get feedback before we have the functionality on all platforms

Are voice calls supported over WhatsApp?

No, Voice calls over WhatsApp are not currently supported.

Is a mobile license required to use the WhatsApp integration, or can it also be used with a landline number?

No, a mobile license is not required. A landline number can be used when setting up the queue for the WhatsApp integration.

WhatsApp integration with Tickets

Are voice calls supported over WhatsApp?

No, Voice calls over WhatsApp are not currently supported.

Is a mobile license required to use the WhatsApp integration, or can it also be used with a landline number?

No, a mobile license is not required. A landline number can be used when setting up the queue for the WhatsApp integration.

AI on Tickets

How do I activate AI on Tickets?

The only requirement that is needed is call recording. In order for a user to have AI on Tickets, one needs to have the call recording feature activated. Call recording can be found and activated in the Admin Portal. When call recording is activated, AI features (transcription, summary, taggings) will automatically appear in Tickets.

Where do we store the data?

As we have integrated with Whisper/OpenAI, the data will be sent to the US. 

How do we ensure the data is safe?

We have a data handling agreement (DPA) with OpenAI that covers data handling, privacy and security. This regulates how data must be handled, stored and protected. The call recording stored in the Ticket can only be accessed by the agent who participated in the call (same applies to transcription, summary and tags).

How long do you store call transcriptions and AI summaries?

We keep the call transcription indefinitely. Until the recording is removed.

For AI summary - it is not stored until it's actually saved as a note. In which case we store it indefinitely

Can the AI transcription handle different languages and dialects?

The AI transcription supports several different dialects and over 57 different languages.

What is AI summarization and how can it help me?

AI summarization works very well if a long conversation has been transcribed and there is no time to read through everything, then you can choose to summarize the transcription and get a brief overview of what the conversation was about.

How are AI tags used in contact centers?

AI tags are used to categorize conversation topics and keywords to create insights about what the conversations are about. In the future, AI tags will have a greater role in reporting as well, where you will be able to see what customers are calling about the most.

Are your AI features integrated with other systems we use?

Our AI features are not yet integrated with other systems. They can only be used in Tickets.