Microsoft Teams
Connect Teams so agents can post to channels, message people, search conversations, and set up meetings
Connect Microsoft Teams and agents can act in your Teams workspace — post updates to channels, send chat messages, search old conversations, check who's available, and create meetings.
Prerequisites
- A Microsoft work account (Entra ID) with Microsoft Teams.
- Membership in the teams and channels you want agents to use — agents act as you, with your access.
Connecting
Open the Integrations hub (avatar → Integrations) and find the Microsoft Teams card.
Choose Connect and sign in with your Microsoft work account.
Verify with "list my teams" or "what are the channels in the Engineering team?".
What agents can do
| Area | Examples |
|---|---|
| Channels | List teams and channels, read channel messages and replies, post messages, reply in-thread, create channels |
| Chats | List chats, read messages, send direct and group messages, start new chats |
| Search | Search across messages to find that decision from three weeks ago |
| People | List team members, check someone's presence before pinging them |
| Meetings | Create online meetings and share the join link |
Combined with Outlook and Calendar, this covers workflows like "summarize what happened in #incidents overnight and post the summary to the leadership chat" or "find a slot with Dana and send a Teams meeting for it".
Messages agents send appear as you (the connected account). Review what an agent is about to post in the thread before letting it send to a busy channel.
Troubleshooting
- Reconnect from the card's menu when calls start failing — token expiry is the usual cause.
- Missing teams or channels means the connected account isn't a member — join them in Teams first.
Related pages
- Integrations hub
- Hired agents — agents that answer your customers