Connect Microsoft Teams® to Coconut

In this article

• Objective
• Steps
  • Set up the integration
  • Enable the integration for users
    • Hot Tips!
  • Modify the video service provider for a staff member
  • Set services to include video calls
  • Refresh the integration
    • What is automatically synced?
  • Disconnect the integration
• A note on access and visibility

Objective

Enable employees to generate unique Microsoft® Teams video links for video appointments to be used in the Client View, Schedule, or Contact Center areas of Coconut.

NOTE: Microsoft® Teams integration is an optional add-on. Please connect with your Customer Success Manager to get started. 

Steps

Connecting Microsoft® Teams with Coconut requires setting up the integration, enabling it for users, and ensuring services are set up to include video calls as a meeting method.

Set up the integration

1. From the navigation menu, click Settings
2. From Integrations & API, click Video Calls
3. Click Microsoft Teams
4. Select which field in Coconut contains your Microsoft Universal Principal Name (UPN); this is most often staff’s email addresses
• NOTE: For more information on UPNs, please refer to this article
• Hot Tip! Ensure staff’s email addresses in Coconut are the same email addresses that are used to sign in to their Microsoft accounts for a seamless experience for your employees
5. Click Continue
6. Enter your Microsoft Tenant ID
• NOTE: For more information on how to find your tenant ID, please refer to this article
• Hot Tip! The service account (email address) associated with the tenant ID used to complete the integration will appear as a participant in all meetings created using the integration. Create a generic service account and use that account’s tenant ID to set up the integration if you want to keep your existing service account details private.
7. Click Continue
8. Review the permissions request details and click Accept to proceed with the integration

Coconut will refresh and a success message displays. 

NOTE: Settings>Video Calls will display Microsoft Teams in parentheses if the integration was successful. 

Enable the integration for users

A list of users displays in Video Calls. The account used to establish the integration displays at the top of the screen. 

To enable/disable the Teams integration for a user:

1. Navigate to the user that requires changes
2. Toggle on/off the Video Calls setting for that user, based on the required change

NOTE: A checkmark in the Microsoft Teams User column indicates that user’s Coconut and Teams accounts are successfully synced.

Once the integration is configured, it can be enabled for users from the Video Calls page

Hot Tips!

• To make a mass update of all users, select the checkbox preceding the Coconut User heading
• To modify the sort order, click the arrow icon following the Coconut User heading
• To find a specific user, enter the user’s details in the search bar
• To filter the list based on whether the integration is enabled or whether the user in Coconut is a match for the Teams user, click the Filter list icon
• To increase the number of display results, navigate to the bottom of the user list, select the Rows per page drop down, and make your desired changes

Modify the video service provider for a staff member

When a video integration is enabled for the first time, it becomes the default video service provider for staff facilitating video appointments. If the default requires changing, you will need to modify the video service provider for the staff member.

To modify the video service provider for a staff member:

1. From the navigation menu, click Staff
2. Navigate to the staff member you want to modify
3. Click Profile
4. From the Video Calls Platform dropdown, select your preferred option
5. Click Save

Set services to include video calls

Services that will include the option to join by Teams link will require that video calls is an optional meeting method. To set a service to include video calls:

1. From the navigation menu, click Services
2. Navigate to the service that will include video calls as an option
3. Click More
4. From Meeting Method, select Video Call
5. Click Save

Refresh the integration

Updates made to the UPN through Microsoft® Teams or other Microsoft apps will require a manual refresh of the integration. 

To perform a manual refresh:

1. From the navigation menu, click Settings
2. Click Video Calls
3. Click Refresh
4. Click Refresh once more to confirm 

You are returned to the Video Calls screen, where a confirmation displays once the refresh successfully completes. 

What is automatically synced?

Coconut automatically refreshes the sync when:

• A new staff member is added to Coconut
• A staff member’s email or username is updated
• A staff member is assigned to a service

Disconnect the integration

To disconnect the integration:

1. From the navigation menu, click Settings
2. Click Video Calls
3. Click Disconnect
4. Click Disconnect once more to confirm

NOTE: Disconnecting the integration does not impact previously scheduled appointments that included a Teams video call link. 

A note on access and visibility

Admins can connect the Microsoft® Teams integration by accessing Settings. 

For troubleshooting information, please refer to Microsoft® Teams Integration: FAQ