- Integrations
- Microsoft Teams
Microsoft Teams integration: requests in your team's channel, tasks in Planner
Agenola's Microsoft Teams integration notifies your team's Teams channel about new support requests and alerts, and adds Teams steps to your agents that post to channels and chats, create tasks in Planner and manage channels. Your Microsoft 365 administrator approves the connection once.
How it works
For notifications, you choose which event goes to which channel on the Account → Alerts and notifications page. The message carries the agent's name, the reason for the notification and the visitor's contact details, and its link opens the right screen in your dashboard.
Flow steps post to channels and chats, read and reply to messages; create, update and delete tasks in Planner; and create, edit and remove channels. For example, a task can be created in your team's plan for a visitor who wants a call back.
Some of the permissions Teams needs require your organization administrator's approval. So a Microsoft 365 administrator makes the connection, or approves it first; if you're not an administrator, you can copy the approval link on the page and send it to them.
- Notifications and Teams steps are sent in the name of the person who made the connection.
- If a notification doesn't reach Teams, the request isn't lost; it stays on the Requests screen in your dashboard.
- Your organization's approval can be removed in Microsoft Entra under Enterprise applications.
What it does
This list is generated from the same source as the Microsoft Teams page in the dashboard: if it isn't listed here, we don't do it with Microsoft Teams. Flow steps live in the flow editor under Add step → Integrations → Microsoft Teams.
ChannelAction · Flow step5
Create channel
Creates a channel in the team; a private one is visible to its members only.
Delete channel
Deletes the channel and its messages from the team.
Get channel
Reads the channel's name, description and Teams link.
Get channels
Returns the team's channels as a list.
Update channel
Changes the channel's name or description; empty fields are left as they are.
Channel messageAction · Flow step3
Send channel message
Posts a card to the channel of the team you pick. The flow name and collected answers are included.
Get channel messages
Returns the channel's latest 50 messages as a list.
Reply to message
Posts a reply under a message in the channel.
Chat messageAction · Flow step3
Send chat message
Posts to a one-on-one or group chat in the name of the person who connected.
Get chat message
Reads a chat message's text and sender.
Get chat messages
Returns the chat's latest 50 messages as a list.
Planner taskAction · Flow step5
Create task
Creates a task in the team's Planner plan, in the chosen bucket.
Delete task
Deletes the Planner task.
Get task
Reads the task's title, progress and due date.
Get tasks
Returns the plan's tasks (up to 100) as a list.
Update task
Changes the title, progress or due date; empty fields are left as they are.
Example conversations
Visitor: I'm getting an error during setup and need to talk to your technical team.
Agent: I'll pass your request to our technical team. Could I have your email address?
Visitor: ryan@example.com
Agent: Done. Our technical team will reply by email.
Behind the scenes: The request lands in your dashboard and a message goes to the Support channel in Teams: the agent's name, the reason, the visitor's email address and a link that opens the request in your dashboard.
Visitor: Could someone call me tomorrow morning? I'd like to talk about my lease.
Agent: Of course. Could you share your phone number and a time window that suits you?
Visitor: +44 20 7946 0958, 10:00–12:00
Agent: I've noted your request for a call tomorrow between 10:00 and 12:00.
Behind the scenes: The "Create task" step creates a "Call back: lease" task in the team's Planner plan, with the phone number and time window in its details.
Setup
- 1In Agenola, go to Integrations → Microsoft Teams and press "Connect Microsoft Teams".
- 2Sign in as a Microsoft 365 administrator and approve on behalf of your organization. If you're not an administrator, copy the approval link on the page and send it to your administrator; once they approve, you can connect yourself.
- 3Choose the notification channels on the Account → Alerts and notifications page. Add flow steps in the flow editor under Add step → Integrations → Microsoft Teams.
Detailed setup: How do I connect Slack and Microsoft Teams?
Permissions and where your data goes
- Sent to Teams: in notifications, the agent's name, the reason, the visitor's contact details and a dashboard link; in flow steps, the messages and tasks you write.
- Read from Teams: only when a step asks, team, channel, message and Planner task details.
- Permissions requested: reading profile, team and channel details; creating, editing and deleting channels; sending and reading channel and chat messages; reading and writing Planner tasks.
- Connection details are stored encrypted on the server. Only the workspace owner and admins can connect or remove it.
Related integrations
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Frequently asked questions
Why does it need a Microsoft 365 administrator's approval?
Permissions such as reading channel messages and managing channels require an organization administrator's approval under Microsoft's rules. Once an administrator has approved, other people on the team can connect too.
I'm not an administrator. How do I connect Teams?
On the Microsoft Teams page, copy the approval link under "Not an administrator?" and send it to your administrator. After they approve, you make the connection with "Connect Microsoft Teams".
Whose name do messages appear under in Teams?
The person's who made the connection. Connecting with a shared team account makes messages appear as coming from the team rather than one person.