Add Teams Chat widget

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Add the Teams Chat widget to enable employees to view or continue chats with agents and view and access the content of attached files in the Employee Center.

    Before you begin

    Role required: sp_admin

    Procedure

    1. Navigate to All > Standard Ticket > Standard Ticket Configuration.
    2. On the Ticket Configurations page, select New.
    3. On the Ticket Configuration form, fill in the fields.
      For more information about the field descriptions, see Configure the standard ticket page.
    4. Right-click in the page header and select Save.
    5. From the Tab Configurations related list, select New.
    6. On the Tab Configuration form, fill in the fields.

      Some fields require values specific to this task.

      • For the Type field, select Custom.
      • For the Tab name field, enter Teams chat.
      • For the Widget field, search for and select Teams Chat.
      Table 1. Tab Configuration form
      Field Description
      Type Tab type based on which a widget is displayed. Possible options are:
      • Activity
      • Associated Requests
      • Attachments
      • Custom
      • Variable Editor (Read-Only)
      • Variable Summarizer
      Tab name Name of the tab.
      Application Application associated with the ticket configuration.
      Order Order in which the tab should be displayed in the tabs section. The tab with the least order is the tab selected on the page load.
      Advanced Option to enable adding a script for the tab visibility. By default, this check box is cleared.
      Visible(Script) Script for the tab visibility.
      • If the script returns true, the tab is visible on the standard ticket page.
      • If the script returns false, the tab is not visible on the standard ticket page.
      Note:
      This field appears only when the Advanced check box is selected.
      Visible Conditions for the tab visibility. This is not displayed if the Advanced check box is selected.
      Widget Widget that should be displayed in the tabs section. This field appears only when Custom is selected from Type.
      Widget parameters Comma-separated list of tab widget parameters. This field appears only when Custom is selected from Type.
    7. Select Submit.
    8. On the Ticket Configuration form, select Update.

    Result

    A Teams Chat tab is added in each record of the Employee Center My Request page for the configured ticket type or table.