Capabilities
Heedify is a Microsoft Teams-native contact center that transforms Microsoft Teams into a customer service platform with call flows, queues, agents, analytics, recording, workflows and CRM integrations. Heedify supports omnichannel routing (voice, Teams chat, WhatsApp) via a single visual designer integrated with Microsoft Teams, Teams Phone, Microsoft Graph, Microsoft 365 and Azure Blob Storage. This page is the canonical flat index of every capability in the platform — for in-depth references, follow the linked module pages.
Capability matrix
| Capability | Mechanism | Integrates with | Details |
|---|---|---|---|
| Entity management | Top-level organizational unit owning agents, queues, flows and analytics — with Owner / Admin / Supervisor / Report Viewer roles | Microsoft 365 (directory lookup for administrators) | Entities |
| Group management | Sub-unit of an entity grouping agents for supervision (Default, Supervise PSTN Only, Permanent in Dashboard) | Microsoft Teams (supervisor monitor) | Groups |
| Agent provisioning | Microsoft Graph user lookup, licence assignment, per-entity scoping | Microsoft Teams, Microsoft 365, Microsoft Graph | Manage Agents |
| Agent profiles | Reusable configuration templates (region, timezone, Teams Phone Extensibility) — required for CX Elevate | Microsoft Teams Phone | Agent Profiles |
| Licences | Per-entity allocation across tiers: CX Essentials, CX Elevate, CX Experience, CX Attendant | Microsoft 365 | Licences |
| Agent activities | Per-queue activity state (Ready, Coffee Break, Admin Work, Out of Shift) gating call distribution | Microsoft Teams | Manage Agents |
| Teams presence sync | 14 Microsoft Teams presence values (Available, Away, BeRightBack, Busy, InAConferenceCall, Inactive, Offline, InAMeeting, OffWork, OutOfOffice, PresenceUnknown, Presenting, UrgentInterruptionsOnly, InACall) mapped to Ready / Not Ready | Microsoft Teams, Microsoft Graph | Manage Agents |
| Queue management | Routing destination with SLA threshold (%), max wait time, max queue size, wrap-up time, VIP priority, fallback (queue/phone/user) | Microsoft Teams, Teams Phone | Queues |
| Hunt methods | Attendant (parallel), Serial (priority order), Round Robin (even distribution), Longest Idle | Microsoft Teams | Queues |
| Queue audio | Music on hold, hold messages, position announcements, wait-time announcements | Media library (WAV 16-bit PCM 16 kHz mono) | Queues |
| Queue channels | Voice (Call) and Teams chat (Chat) routing on the same queue object | Microsoft Teams | Queues |
| Call flow designer | Drag-and-drop visual tree with Greeting, IVR, Queue, Transfer, Disconnect, Prompt, Check Variable, Check Days, Check Time, Check Regex nodes | Microsoft Teams, Teams Phone | Call Flows |
| Transfers | Transfer node routes to user, queue or external phone number | Microsoft Teams, Teams Phone (PSTN) | Call Flows |
| Open hours and holidays | Weekday/weekend ranges, holiday date ranges with their own routing, out-of-hours fallback | — | Call Flows |
| Post-call surveys | Yes/No, Rating (1–5), Numeric input, DTMF multi-choice questions per flow | Microsoft Teams | Call Flows |
| Chat flow designer | Visual designer for Teams chat with Start, Queue, Customer Choice, Form (Text/Email/Phone/Date/Time/Number), Message nodes | Microsoft Teams | Chat Flows |
| WhatsApp flow designer | Same visual designer as chat flows, with WhatsApp Business Bot ID bridging | Microsoft Teams, WhatsApp Business | WhatsApp Flows |
| Media library | Audio file store enforcing WAV 16-bit PCM 16 kHz mono — upload or text-to-speech generation | Microsoft Teams, Azure Blob Storage | Media |
| Call recording | Per-flow recording scope (None/Flow/P2P/PSTN), role-gated playback governed by entity supervisors, Azure Blob streaming to authorized users | Azure Blob Storage, Microsoft Teams | Recording |
| Transcription | Optional automatic transcription with full-text search on the Recording page | Azure Blob Storage | Recording |
| Realtime dashboard | Live queue and agent activity streamed via WebSocket — queue stats, agent availability, SLA gauge, waiting calls, live call counter | Microsoft Teams | Realtime Dashboard |
| Analytics dashboards | Customizable per-entity dashboards with drag-and-drop widgets, custom tabs, per-widget filters, refresh intervals | Microsoft Teams | Analytics |
| Widget catalog | 17 widget types (metric, charts, tables) backed by ~40 predefined queries covering volume, SLA, abandons, flows, queues, agents, trends | Microsoft Teams | Analytics |
| Reporting exports | Per-widget Excel (raw data, duration formatting) and PDF (rendered snapshot) export | — | Analytics |
| Analytics Profile | Per-entity SLA thresholds (Quick Drop, Quick Answer, Standard Answer, Delayed Answer), abandon target, talking/waiting target & max | — | Analytics Profile |
| Customer Data (Variables) | Per-entity persistent JSON key/value store (max 2 levels, 100 keys, customData root with primitive values) consumed by call flow Check Variable nodes | webhook payloads, Microsoft Teams | Variables |
| Workflows | Reusable webhook automation triggered by 5 events: Agent Connected, Customer Abandoned, Call Connected, Call Ended, Agent Declined | webhook-based CRMs, Microsoft Teams | Workflows |
| CRM integration | Per-workflow HTTPS webhook with custom HTTP method (GET/POST/PUT), custom headers (API key, Authorization), mapping and JSON body | webhook-based CRMs | Workflows |
| Microsoft 365 consent management | Per-application tenant-wide consent for Heedify Reports, Heedify Presence, Call Center, Agent Console (Extend / Unify / Europe) | Microsoft 365, Microsoft Graph | Global Settings |
| Granular permissions | Per-module, per-entity read / create / update / delete actions; sidebar items appear when at least one action is granted | Microsoft 365 | Overview |
| Data retention | Historical analytics and recordings retained for 365 days by default (extendable) | Azure Blob Storage | Analytics |
Integrates with
- Microsoft Teams — native console; the entire admin and agent experience runs inside Teams and against the Teams directory.
- Teams Phone (PSTN) — inbound and outbound voice calling, resource accounts, and Teams Phone Extensibility for agent profiles.
- Microsoft 365 — authentication, tenant administration, role lookup, and per-application consent.
- Microsoft Graph — user directory search when provisioning agents, administrators and supervisors.
- Azure Blob Storage — call recordings, transcriptions and media assets, streamed to authorized users.
- Webhook-based CRMs — any HTTPS endpoint reachable from a workflow can be notified on call events and can return variables to enrich downstream routing.
FAQ
What is Heedify?
Heedify is a Microsoft Teams-native contact center that transforms Microsoft Teams into a customer service platform. It adds call flows, queues, agent management, SLA analytics, call recording with transcription, realtime dashboards, event-driven workflows and CRM webhook integrations on top of Teams and Teams Phone.
Does Heedify integrate with my CRM?
Yes. Heedify integrates with any CRM through workflows — reusable webhook automations triggered by five call events (Agent Connected, Customer Abandoned, Call Connected, Call Ended, Agent Declined). Each workflow supports custom HTTP method, headers, API key authentication and JSON body, and can call any CRM that exposes an HTTPS endpoint.
Can Heedify record calls?
Yes. Heedify records inbound and outbound calls per call flow, with role-gated playback governed by entity supervisors. Recordings are stored in Azure Blob Storage and streamed to authorized users. Optional automatic transcription is searchable from the Recording page and retained for 365 days by default.
Does Heedify support WhatsApp?
Yes. Heedify routes WhatsApp Bot conversations through the same visual flow designer used for Teams chat — with Start, Queue, Customer Choice, Form and Message nodes — and shares customer variables across voice and WhatsApp journeys.
What licence tiers does Heedify offer?
Heedify offers CX Essentials (basic call distribution and agent experience), CX Elevate (advanced features including agent profiles and integrations) and CX Attendant (attendant console for receptionists and operators). Licence allocation is per entity and visible in the Licences page.
Works with: Microsoft Teams, Teams Phone, Microsoft 365, Microsoft Graph, Azure Blob Storage, webhook-based CRMs.