Microsoft Teams Support in Browser UI & Chat

An enhancement to the Browser UI and Chat is now available, enabling seamless integration with Microsoft Teams. Administrators can configure this integration to provide agents with improved collaboration and communication capabilities.

Within the Browser UI, agents can schedule or create instant Microsoft Teams meetings based on customer needs. This allows them to escalate interactions to live collaboration sessions when necessary.

During a live chat session, agents also have the option to create an instant Microsoft Teams meeting. This feature enhances real-time customer engagement by allowing for immediate, interactive discussions.

25C integration with Microsoft Teams

25C integration with Microsoft Teams

Business Value:

Streamline workflows by integrating a widely used virtual meeting platform

Steps to Enable

  1. This enhancement is available in the BUI AUG I release, available on non-production sites July 25, 2025 and on production sites August 08, 2025
  2. This feature requires a feature flag; please raise a service request with our Technical Support team to have this feature configured for your site
  3. System requirements & configuration steps can be found at cx.rightnow.com:
    1. For integration with the Browser UI -- Answer ID 13025: Requirements to configure the Microsoft Teams integration for the Browser User Interface
    2. For integration with the Chat Panel -- Answer ID 13029: Requirements to configure Microsoft Teams for Chat in the Browser User Interface
  4. Detailed guidance on configuring the Microsoft Teams integration is also available on our Oracle B2C Service Development blog here: Oracle B2C Service: Microsoft Teams Integration for Browser UI & Chat 

Tips And Considerations

  • This feature does not require a CX upgrade
  • This feature can be enabled for agents that utilize the Browser UI to handle customer interactions
  • This feature can be enabled for agents that utilize the Browser UI to handle live chat sessions 
  • This feature can be enabled for agents that utilize the Browser UI to handle any customer interactions, including live chat sessions 
  • Please Note: This feature is not available for Oracle B2C Service sites deployed in Oracle U.S. Government data centers

Access Requirements

  • Chat Administrators
  • Chat Agents