Posting Status Updates to Microsoft Teams Using Centro

🔄 Posting Status Updates to Microsoft Teams Using Centro

This guide will show you how to automatically post case status updates or ownership changes to a Microsoft Teams chat using Centro and a Salesforce Flow.

💬 What It Does

When a case status or case owner is updated in Salesforce, a notification is automatically posted to the linked Microsoft Teams chat. This keeps your team up-to-date in real time without needing to notify them manually.

🛠 How It Works

We use a record-triggered flow in Salesforce that fires when either:

The Case Status changes
The Case Owner ID changes

Here’s how the flow is structured:

🔁 Flow Breakdown

Trigger:
- Updates to the Case object trigger the flow.
Get Linked Conversations:
- A Get Records element retrieves the linked chat conversation from the Centro Linked Conversations object.
- It filters by:
  - Centro Record ID = Case ID
  - (Optional) Filter to target specific types of links (e.g., only case chats)
- Only the first record is returned.
- The Channel ID is saved in a variable for the next step.
Decision Element:
- Checks whether the case is linked to a chat.
- The flow exits via the default outcome to avoid errors if not linked.
Centro Send Notification:
- If linked, it uses the Centro Send Notification action.
- Enable the option to Use Variable for the channel and pass in the stored Channel ID.
- Customize the message content using variables:
  - Status: Pulled from the updated case
  - Owner: Created using a formula that combines the user's first and last name
Message Options:
- You can:
  - Send the message as a reply to the thread
  - Attach the case record (optional)
- In this example, the message is sent as a standalone update to the existing chat.

This message will appear in the live Teams client and the Centro Live Link within Salesforce.

📩 Need Help?

If you have any questions or need help setting up your flow, please contact the Centro support team. We're here to help!