Architecture Overview

Heedify Cloud CX uses Microsoft Graph API to manage customer calls on your Teams tenant.

The following drawning illustrates a typical call flow managed by Heedify.

Call flow logic (Greeting, Office Hours, IVR, Queues and Agents) are provisioned via Heedify admin portal. The call flow is executed by teams via Heedify ‘Order’ using Graph API. Heedify Cloud monitor in Real-Time Agent presence.