Connected Channels
Teams, Zoom, Twilio, a contact centre, an email provider — what this company can actually reach a customer through, and what each one is capable of. Microsoft Teams calls, meetings and presence are set up here: register an app in Microsoft Entra, grant it the Graph application permissions Calls.Initiate.All, OnlineMeetings.ReadWrite.All, Presence.Read.All and CallRecords.Read.All with admin consent, enter its tenant id and client id below, save its client secret with "Set the credential", then press "Test it" — the test names anything still missing. TRANXACT starts the call or meeting and logs it; the conversation itself happens in Teams.
Where to find it
- Module: CRM
- Group: Service & Engagement
- Section: Interaction Centre
- Screen: Connected Channels
Address in the console: /crm/channel-connections
List · 17 columns · 22 fields on its form · 3 of them required · 2 actions
What the list shows
These are the columns of the list, in the order they are drawn. Any of them can be sorted on, filtered on, hidden, or exported.
| Column | Kind | Field name |
|---|---|---|
| Code | Code | code |
| Name | Text | name |
| Platform | Text | platform_name |
| Kind | Status | family |
| Status | Status | status |
| Number | Code | from_number |
| From | Code | from_email |
| Calls | Yes or no | can_place_call |
| Queues | Yes or no | can_queue |
| Meetings | Yes or no | can_meet |
| Bulk email | Yes or no | can_bulk_email |
| Records | Yes or no | recording_enabled |
| Token expiring | Yes or no | token_expiring |
| Calls (7d) | Number | calls_7d |
| Failed | Number | failed_7d |
| Sends (30d) | Number | sends_30d |
| Last error | Text | last_error |
The form
What is asked for when a record is created here. Required fields are marked; a choice drawn from a configuration list is one an administrator can extend without a release.
| Field | Type | Choices | Notes |
|---|---|---|---|
| Platform required | Choice | Looked up from existing records | |
| Code required | Text | ||
| Name required | Text | ||
| Local name | Text | ||
| Tenant id | Text | For Teams: Microsoft Entra admin center > Overview > Tenant ID (the directory id). Not a secret. | |
| Account or audience id | Text | ||
| Outbound number | Text | ||
| From address | Email address | ||
| From name | Text | ||
| Reply to | Email address | ||
| Base address | Text | For Teams calls: this server’s public https address, which Graph sends call events to. Meetings and presence do not need it. | |
| Authentication | Choice | Configuration list | |
| Client id | Text | For Teams: Entra admin center > App registrations > your app > Application (client) ID. | |
| Webhook path | Text | For Teams calls: the path of the calling webhook set on the Azure Bot registered for the same app (Microsoft Teams channel, Calling enabled). Graph refuses to place a call without one. | |
| Record calls | Yes or no | Recording without telling the caller is unlawful in most places, and it is a different decision from being able to. | |
| What the caller is told | Long text | ||
| Transcribe | Yes or no | ||
| Most sends a day | Number | ||
| Most a minute | Number | ||
| Status | Choice | draft, testing, active, suspended, error, expired | |
| Notes | Long text | ||
| Active | Yes or no |
What you can do here
Test it primary
Prove the credentials work
Set the credential
Save the credential. It is encrypted and never comes back out.
Asks for: Token or API key Client secret Username or account SID Password or auth token
The rules that apply here
Everything on this screen obeys the platform rules rather than rules of its own. The ones worth knowing before you use it:
- Narrowing a list — search, conditions, sort, totals, export and saved views.
- What may be changed — the five grounds a record may not be edited on.
- Companies and business units — what the switcher above this list is doing to it.
- Creating a record — required fields, where choices come from, and how the number is allocated.
- Importing a spreadsheet — this screen accepts one, and it runs through the same rules as typing.