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 | Grant consent |
| 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.