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Environment:

Chat in Browser UI 
Oracle B2C Service

Resolution:

Microsoft Teams can be integrated with Chat in the Browser UI. Administrators are able to set up and configure this integration. Once enabled, agents working in the Browser UI will have access to enhanced collaboration tools while handling live chat sessions in the Engagement Panel. Agents can instantly create a Microsoft Teams meeting directly from the chat session. This feature allows agents to seamlessly transition to a real-time conversation, providing an improved customer engagement experience.

This answer describes the following use cases for Chat:

1. The agent’s experience using the Microsoft Teams integration
2. The end-user’s experience when the Microsoft Teams integration in enabled
3. The administrator’s experience to implement & configure the Microsoft Teams integration
    

Please Note: This feature is not available for Oracle B2C Service sites deployed in Oracle U.S. Government data centers

(1) Chat + Microsoft Teams Integration: Agent Experience

When agents handle live chat sessions in the Browser UI (BUI) and their profile is enabled with the Microsoft Teams integration, they see a "Start a web meeting" button in the chat header.

If the agent has not logged into Microsoft Teams:

• Clicking the web meeting button opens a new browser window with the Microsoft login screen
  • If the login screen is closed without signing in, the button becomes clickable again
  • Clicking the web meeting button again reopens the Microsoft login screen
• Follow the login process
  • If a second chat arrives before login, the login flow repeats for that chat as well

If the agent is logged into Microsoft Teams:

• Clicking the button triggers a meeting invite link to appear in the public response panel
• The agent can edit the invitation or send it as-is
• Once sent:
  • The agent sees the link in the transcript panel
  • The customer sees the link as a clickable URL in their chat window
     

Notes:

• The web meeting button stays enabled across all chat sessions
• If a meeting fails to create, this error message appears "Meeting Creation Failed" with an OK button to dismiss
   

(2) Chat + Microsoft Teams Integration: End User Experience

As a customer, when I’m in a live chat session with an agent
And the agent starts an Microsoft Teams web meeting
I then see a clickable meeting link appear in the chat
And when I click the link, I can easily join the web meeting to get further assistance

(3) Chat + Microsoft Teams Integration: Administrator Experience, System Requirements & Configuration Steps

System Requirements

• This feature requires Engagement Panel version 17+
• This feature requires a feature flag; please raise a service request with our Technical Support team to have this feature configured for your site
• This feature does not require a CX upgrade
• This feature is available in the BUI AUG I release, available on non-production sites July 25, 2025 and on production sites August 08, 2025
• This feature is not available for Oracle B2C Service sites deployed in Oracle U.S. Government data centers
• 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
   

Step 1 - Create a new connection for the integration

Helpful Hint: Already have a BUI + Microsoft Teams connection set up? Great news — you can reuse that same connection for Chat integration! Skip this step and go directly to Step 2.

Create a new connection for the Microsoft Teams integration:

1. Log into the Browser UI
2. Go to the Administration page (menu in the upper left corner)
3. Go to “Web Meeting Center”
4. Go to “Microsoft Teams Configuration”
5. Create a new connection for this integration
6. When creating a new connection, the menu contains a series of action buttons across the top of the page:
   1. Save: Persists changes 
   2. Save & Close: Persists changes and closes the tab 
   3. Refresh: Discards unsaved changes 
   4. Delete: Removes the current configuration record
7. When creating a new connection, the following details are automatically included:
   1. Type: Shows the name of the meeting platform, defaulted to Microsoft Teams
   2. Notes: This is an optional field. Enter helpful notes about this connection here
   3. Created: Date and time this connection was created
   4. Created By: The name of the user that created this connection
   5. Updated: If this connection is updated, the date & time are listed
   6. Updated By: If this connection is updated, the name of the user that made the update is captured
       

Step 2 - Configure the integration

Profile Access for Chat users

If chat users (agents, supervisors, etc.) require access to the Microsoft Teams integration, then include the relevant interfaces/profiles:

1. Within the new connection, navigate to the Engagement Panel tab
2. For any interface, use the menu to select the profile(s) for which this feature is enabled
3. Select an interface
4. Select the profile from the menu on the left, then use the arrow button to move the profile to the menu on the right (this shuffle control allows multiple profiles to be selected at one time)
5. Note: Each profile can only be mapped to one web meeting connection at a time
    

Helpful Hint: If chat users need access to the Microsoft Teams integration from the Browser UI integration panel (menu on the right), then

• Open Answer ID 13025: Requirements to configure the Microsoft Teams integration for the Browser User Interface
• Go to the section titled "Browser UI + Microsoft Teams Integration: Administrator Experience, System
• Requirements & Configuration Steps"
• Scroll to Step 2: Configure the integration
• Look for the subsection "Profile Access for Browser UI users" to complete the necessary setup
   

Microsoft Teams API Connection

Helpful Hint: The Configuration Guide tab provides step-by-step instructions and direct links to help you set up your Microsoft Entra Application configuration. You can follow these detailed guides to gather the necessary information—such as Client IDs, Tenant IDs, and other required values—for use in the Configuration tab. This ensures you have all the details needed to complete your setup efficiently and accurately.

To make the connection between Chat and the Microsoft Entra Application, the following information is required:

1. Within the new connection, navigate to the Configuration tab
2. Directory (tenant) ID: This is a required field. Once your Microsoft Entra Application new APP is created, there is a related Tenant ID, use the Tenant ID in this field to define this connection. Please see the Configuration Guide tab for more information
3. Application (client) ID: This is a required field. Once your Microsoft Entra Application new APP is created, there is a related Client ID, use the Client ID in this field to define this connection. Please see the Configuration Guide tab for more information
4. Client credentials (Client Secret): This is a required field. Once your Microsoft Entra Application new APP is created, there is a related Client Secret, use the Client Secret in this field to define this connection. Please see the Configuration Guide tab for more information
5. Generate Redirect URLs: This section provides a dropdown list containing all available interfaces for the site. To create a redirect URL, simply click the dropdown and select the desired interface. Once an interface is selected, a unique redirect link is automatically generated and displayed. You can easily copy this link by clicking the copy button next to it. This feature streamlines the process of generating and sharing redirect URLs for different site interfaces
    

Step 3 – Save the connection & test the integration

• Save changes
• Test: Ensure the integration with Microsoft Teams is in good working order for the interfaces & profiles defined
• Note: To edit an existing connection, simply open the connection, make the changes, save your work