A popular feature of the ChurnZero application is the ability to integrate with Microsoft Teams to allow for a connection between ChurnZero and customers internal chat systems. This works when users provide access to ChurnZero so that we can push messages to Teams from ChurnZero. The purpose of this document is to describe the different services available, the scopes we use when a user agrees to the consent form, and how we store the data we collect.
Benefits of Microsoft Teams Integration
ChurnZero provides an all-in-one platform for interacting with your customers to ensure they get the attention they need for onboarding, engagement and overall success in using your product. Chat systems are an essential part of a daily workflow within an organization. As your Customer Success team conducts their daily operations, Microsoft Teams may be a highly used tool for internal communications. ChurnZero integrated with Microsoft Teams allows for ChurnZero driven alerts to be sent to Teams as well as information to be requested from ChurnZero via Teams, all to help our customers get quick information within their chat tool.
Security Scopes
When authorizing ChurnZero to proactively send alerts to Microsoft Teams you are agreeing to let ChurnZero read your User Profile. For this, ChurnZero asks for the following Microsoft Teams 365 API Scope:
-
User.Read
Sign in and read user profile
More Information: https://docs.microsoft.com/en-us/graph/permissions-reference
The ChatBot reads only messages that channels or users provide.
- Channels: Require a mention for the ChatBot to receive and act on the message.
- Direct Message to ChatBot: ChatBot receives and acts on any communication, regardless of mention.
Proactive Messaging & Data Storage
OAuth 2.0 is used for Teams 365. When users authorize their account with ChurnZero, both an OAuth Token and a Refresh Token are generated. Then a request is made to retrieve the User Profile. Once retrieved, the User's ID is stored in our database which is encrypted at rest.
Once the Alert’s Proactive Messaging process begins, ChurnZero queries the appropriate User Id stored from the authentication workflow to determine which user the alert should send to in Microsoft Teams.
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