QuickHelp can send communications via the BrainStorm Microsoft Teams app. If you or your users are not receiving these messages, it may be for a few reasons.
- End users do not have the checkmark displayed in the QuickHelp Admin Portal.
- End users have turned off Teams messages in their personal QuickHelp.
- End users have blocked Teams messages in their personal BrainStorm Teams App.
Checkmark Not Displayed in QuickHelp Admin Portal
To be able to send these communications, the end users must have the correct version of Teams, correctly installed. To verify a user can receive Teams messages, go to USERS > Search for the users. Verify that the user has a checkmark under the Teams column.
If they do not, this can be updated by the user in the BrainStorm Teams app:
a. In the messaging field type in "SignIn".
b. Complete O365 login credentials, the app will return a message confirming successful sign in.
c. Type "update user data", the app will return a message confirming the user data has been successfully updated.
d. After the user has completed steps a-c, return to the QuickHelp admin portal. Go to USERS > Search for the user and verify that the checkmark now appears under the Teams column.
This can be updated at an organizational level for multiple users by following the directions found in this document:
Teams Messages Turned Off
Verify that the end user has not personally turned OFF (set to NEVER) their ability to receive communications via Teams or other communications.
In their QuickHelp end user portal, the user can verify notifications are enabled by completing the following steps:
- Click on the dropdown arrow next to their name.
- Click on Settings.
- Click on Notifications.
- Verify that ALWAYS is selected for specific notifications.
BrainStorm Teams App Blocked
Verify that the user hasn't blocked the BrainStorm Teams app. For the user to unblock app (in Microsoft Teams) they will need to complete the following steps:
- Locate the BrainStorm Teams App Icon on the left-hand sidebar.
- Right-click on the app icon.
- Click UNBLOCK.
If these troubleshooting techniques do not resolve the issue, please enter a support ticket here.