Alloy Self-Service Assistant bot for Microsoft Teams

Introduced in 8.7.3

Updated in 2021.1

The Alloy Self-Service Assistant bot allows your internal employees and customers to interact with Alloy Navigator without having to leave their Microsoft Teams. The bot provides one more channel to the Self Service Portal, where end-users can obtain support 24/7. This article describes what the bot can do and how to configure it.

What can Alloy Self-Service Assistant do?

With the Alloy Self-Service Assistant bot, you can stay in Teams and:

  • view all your tickets, drill down to ticket details, and add comments to update them;
  • submit new tickets, whether from scratch or from Teams messages;
  • view your tickets by ID to check their status or make updates;
  • see your pending approval requests and approve or reject them right from the list;
  • search the knowledge base and view the contents of articles containing the search text;
  • view knowledge base articles by ID;
  • jump to the full-featured Self Service Portal to get more details about tickets, approval requests, and knowledge base articles.

Who can use Alloy Self-Service Assistant?

Every user who has a Person record in Alloy Navigator can use the Alloy Self-Service Assistant bot. This means that the bot is immediately available to all Self Service Portal customers as long as the email address in their Microsoft Teams account matches the email address in their Person records.

How to get started

Before you can start using the Alloy Self-Service Assistant bot in your organization, your Microsoft 365 administrator needs to initialize the bot. Then your Alloy Navigator administrator must configure it. Of course, the same person can perform both tasks if they can act as both. The entire configuration process takes 10-20 minutes to complete.

Once the bot is configured, your people can add the Alloy Self-Service Assistant bot app to their Teams and use the bot to interact with Alloy Navigator Self Service Portal right in Teams.