Microsoft Teams Integration
Updated
by JRNI
Introduction
The JRNI Microsoft Teams integration is designed to allow JRNI customers to connect appointments created in their JRNI appointment booking platform into Teams by also creating a Teams meeting for each virtual appointment as it is made.
By offering staff to join a Teams meetings with a click of a button straight from Studio, we streamline the staff process, safe your staff some time, and enhance their productivity.
Setup
Requirements For MS Teams Meeting :
- You will need an active Exchange Online Connection with staff mapped to their Exchange Mailboxes (All staff need to have an active EOC mapping). Refer to this helpdoc on how to setup an eoc connection.
- Each Staff member’s mailbox Microsoft accounts must have a MS Teams license
- The Journey Builder should be enabled on Studio to retrieve the customer journey link to be used for enabling Teams in the following step. The Teams integration is only supported on the new customer journeys!
Joining Process
Joining a virtual Teams appointment as a staff member
When a customer books a virtual appointment through our customer journeys the appointment is created in JRNI Studio with a join button that links out directly to the Teams meeting, opened in a new tab.
The meeting link is shown in a couple of different places in Studio:
- Staff can click on "Join Meeting" on Calendar Popover to navigate to the Teams redirect link page.
- After booking a virtual appointment as a staff in Studio, the confirmation page (shown on the modal), contains the Teams Meeting link
- The link is also added to the booking profile
- For staff syncing their JRNI appointments into their Outlook calendar with an active EOC mapping, the meeting is also created on the staff member's Outlook calendar with the same meeting details and a join button
The Teams link is also included in the booking confirmation emails to both- customer and staff
Joining a virtual Teams appointment as a customer
After the booking is made the customer is emailed a link as usual, with the standard amend/cancel link to view the confirmation page as shown in the image below. Inside that confirmation will be a button to join the Teams meeting, which will lead the customer to a redirect page.
Before the meeting officially starts, users are not redirected to the Teams meeting. Instead, they see an informational screen with a message, as illustrated below.
Only if the appointment start time is 15 minutes from now we show users a button which they can click to join the teams meeting.
And if the appointment is ongoing we redirect them directly to teams meeting.
When the appointment has ended (the current date/time is past the end time set for the appointment)
we don’t allow users to join the teams meeting and show the info screen as shown below.
When the appointment has been cancelled we don’t allow users to join the teams meeting and the following screen is shown to inform the customer.
When the Teams link could not be created correctly for a staff, an error message is shown to the customer landing on the redirect link while appointment has started.
Rescheduling the date/time of a virtual Teams appointment
- When the original appointment was rescheduled to another date/time in Studio, the meeting on the staff member's calendar (and the Oulook calendar if an EOC sync is active) is also updated with the new join button and Teams meeting details
- The emails going out to the customer and staff about the rescheduling of the appointment will contain an updated join link
Rescheduling a virtual Teams appointment to a different staff member
- When the original appointment was rescheduled to another staff member in Studio, the meeting for the previous staff member is deleted from their calendar. Same goes for Outlook Sync users if they reschedule the meeting to another staff(also with an active EOC mapping)
- A new meeting is created on the new staff member's JRNI (or Outlook) calendar with an updated join button and the meeting details
- The emails going out to the customer and staff about the change of staff will contain an updated join link
Canceling a virtual Teams appointment
- When a staff or customer cancels the appointment, the meeting for the staff member is deleted from their JRNI (and Outlook) calendar
Multi Staff virtual Teams appointment
- When either creating a Multi Staff Virtual Appointment or add additional staff to the existing appointment, a calendar event is created for all staff with a join link on the JRNI calendar popover
- For staff using Outlook sync, the teams meeting is created only for the primary staff (to not create two meetings). The secondary staff will not see the join button but can still join via the redirect link available to them on Studio or in mail (see blue link in image below)
FAQ & Support information.
- The advantage of using JRNI’s secure links is that they are more specific and secure than Teams meetings id’s, they are safe and use validations which allow us to show the error/information text on the redirect or don't allow joiming once before or after the offical meeting time. Please make sure to only share these links with your customers and not the Teams generated links.
- When creating a teams redirect link for an appointment, we don’t validate if the appointment created for a staff has an active EOC mapping. This is done to accommodate the general staff use case where an appointment is rescheduled for a different staff some time before the start time.
An error message is not shown to both customers and staff until they land on the redirect link. - We don’t poll the purchase api on the join virtual meeting page or subscribe to pusher updates. If there has been an update in the time since the user landed on the page, they would see the stale data until they refresh.
- Please note that if you want to change a staffs mailbox, you need to remove the eoc mapping for that staff first and create a new one. Just updating the mailbox is currently not possible
- If both -Twilio and Teams are configured for a company, the UI on the calendar popover would appear like shown in the image below. ‘Join Video Meeting' is added to Studio from the Twilio extensibility app and will direct to the video appointment via Twilio/the 'Video Call' Panel for Twilio on Studio. Clicking 'Join Meeting’ will take user to our join meeting redirect page.
For any other support queries, please contact our support team, and we will be happy to help!
