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            Meeting Invitations for Remote Engagement with Microsoft Teams

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            Meeting Invitations for Remote Engagement with Microsoft Teams

            When you use Microsoft Teams as the service provider for remote engagement sessions, healthcare professionals (HCPs) receive meeting invitations and calendar events based on the visit lifecycle and the invitation delivery method. Review how different scenarios can impact email delivery and calendar events to make sure that HCPs have the correct meeting information.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise and Unlimited Editions with Life Sciences Cloud, Life Sciences Cloud for Customer Engagement Add-on license, and the Life Sciences Customer Engagement managed package.

            The invitation delivery method that you select in the Admin Console determines whether HCPs receive emails and calendar events from Microsoft Teams, Life Sciences Customer Engagements, or both systems. When you send invitation emails from both Microsoft Teams and Life Sciences Customer Engagement, HCPs receive duplicate emails.

            If you select not to send invitations for past visits when you configure remote engagement settings for Microsoft Teams:

            • Users don’t receive invitation emails or updates for visits scheduled in the past.
            • If you send invitation emails with Microsoft Teams, Microsoft Teams calendar events aren’t updated when field users update visits after the scheduled end time.

            New Parent Visits

            Creating a parent visit sends an invitation email and creates a calendar event.

            New Child Visits

            Adding a child visit sends an invitation email to the child visit’s account. Calendar events differ depending on your invitation delivery method.

            • When you send invitations from Microsoft Teams, the account for the child visit is added to the Microsoft Teams calendar event.
            • When you send invitations from Life Sciences Customer Engagement, the account is added as an attendee in the body of the calendar event on the sales rep's calendar.

            Updated Visits

            Changing a scheduled visit can send one or multiple emails.

            • Changing a visit’s start or end time sends an updated invitation email and updates the calendar event with new times.
            • Changing a visit’s channel from remote to in person sends a cancellation email and removes the calendar event.
            • Changing a visit’s channel to a different service provider for the remote session sends these emails.
              • A cancellation email for the visit with the original service provider
              • An invitation email for the visit with the new service provider
            • Updating the account on a parent visit sends a cancellation email and removes the calendar event for the original account. The new account receives an invitation email and a calendar event for the remote session.

            Updates to Visit Attendees

            Updating visit attendees sends an updated invitation email. Attendees who were added and removed also receive emails.

            Calendar event updates can differ depending on your invitation delivery method. When you send invitations from Life Sciences Customer Engagement, Microsoft Teams calendar events on the sales rep's calendar don’t include attendees. The attendee list is updated in the body of the calendar event.

            Canceled Visits

            Deleting a visit sends a cancellation email and removes the calendar event.

            Updates to the Invitation Delivery Method

            Updating the invitation delivery method in the Admin Console can impact existing visits when field users update the visit time or attendees.

            • If you change the delivery method from Microsoft Teams to Life Sciences Customer Engagement, users receive duplicate emails. Microsoft Teams still sends emails for cancellations and updates.
            • If you change the delivery method from Life Sciences Customer Engagement to Microsoft Teams, the visit attendees are added to the Microsoft Teams meeting invitation.
             
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