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The Microsoft Teams integration enables your agent to send messages to Teams channels and retrieve recent chat history for context.

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Connecting Microsoft Teams

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Prerequisites

  • A Microsoft Teams account with appropriate permissions
  • Project management permissions in PolyAI

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Connection steps

  1. Go to the Integrations page in Agent Studio
  2. Find Microsoft Teams and click Connect
  3. Select an environment (Sandbox, Pre-release, or Live)
  4. Click Connect new account
  5. Authenticate with your Microsoft account via OAuth
  6. You’ll be redirected back to PolyAI automatically

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Available actions

ActionCategoryDescription
Send Message In ChannelMessagingSend a message to a Microsoft Teams channel, such as a notification or summary
List Messages In ChatMessagingRetrieve recent messages from a Microsoft Teams chat for context

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Enabling actions

Reference Microsoft Teams actions in your agent’s prompts — either enable all actions or select specific ones. See the Zoom integration for detailed examples of this pattern.

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Example use case

Post-call summary to a Teams channel: 
You are a customer service agent. After resolving a customer issue,
send a summary to the support team's Microsoft Teams channel including
the customer name, issue type, and resolution.

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Troubleshooting

IssueSolution
Integration not appearingVerify the feature is enabled for your account and you have project management permissions
Agent can’t use Teams functionsCheck that Teams is connected for the correct environment and actions are enabled in the prompt
OAuth errorsEnsure pop-ups are not blocked, clear browser cache, or try a different browser

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Support

For additional help, contact PolyAI support.