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Overview

Agent Microsoft Teams Integration enables your conversational AI agents to interact with users directly within Microsoft Teams. This integration creates a seamless experience where team members can communicate with agents through the familiar Teams interface, with conversations automatically tracked and managed in your Elementum app.

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Prerequisites

Organization admin access is required for the initial Teams app connection. Ensure you have proper permissions before starting.
Before setting up Microsoft Teams integration for your agents, ensure you have:
1

Organization Admin Access

Required to connect the Elementum Teams app to your organization’s Microsoft Teams
2

Active Agent

At least one agent created and configured in your app with appropriate training
3

Microsoft Teams Environment

Access to your organization’s Microsoft Teams workspace with app installation permissions

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Setting Up Microsoft Teams Integration

1

Connect Elementum Teams App

Organization administrators must first establish the connection between Elementum and Microsoft Teams:How to Access:
  • Navigate to Organization Settings → Integrations → Microsoft Teams
Connection Process:
  1. Click “Connect Teams App” or similar integration button
  2. Follow the Microsoft authentication flow to authorize Elementum
  3. Grant necessary permissions for the Elementum Teams app
  4. Verify the connection shows as Active in your organization settings
This step only needs to be completed once per organization by an administrator.
2

Configure Teams Integration

Once the organization-level connection is established, configure Teams integration for your specific app:How to Access:
  • Navigate to your App → Settings → Integrations → Microsoft Teams
Configuration Overview: The Microsoft Teams integration page displays:
  • Configuration Status: Shows current integration status (Active/Inactive)
  • AI Service: Dropdown to select which AI service powers your agents
  • Default Conversation Timeout: Sets how long conversations remain active
  • Routes Section: Manage agent routing for Teams conversations
3

Configure AI Service and Timeout

AI Service Selection:
  • AI Service Dropdown: Choose from available AI services (e.g., Claude 3.7 Sonnet)
  • If no AI services are available, use the “AI Services” link to set up a new service
  • This determines which AI model powers your agents in Teams conversations
Default Conversation Timeout:
  • Timeout Dropdown: Select duration before conversations are considered closed (e.g., 15 minutes)
  • Purpose: Manages conversation lifecycle and prevents indefinite open sessions
  • Behavior: After timeout, users receive a warning before the conversation closes
User Interaction:
  1. Select your preferred AI service from the dropdown
  2. Choose an appropriate timeout duration
  3. Click “Save” to apply the configuration
4

Create Agent Routes

Routes determine which agents handle Teams conversations and how user data is captured:How to Access:
  • In the Microsoft Teams integration page, locate the “Routes” section
  • Click “Create Route” to open the route configuration dialog
  • Basic Route Settings
  • Field Mapping

App Selection

Select the app that will receive and manage conversations

Route Name

Descriptive name for the route (e.g., “Support Team Route”)

Agent Assignment

Choose which agent will handle conversations

Route Responsibility

Description of what this route handles (e.g., “Route conversations from Teams”)
Best Practice: Start with a single route rather than multiple routes for more reliable conversation handling.
Configuration Steps:
  1. Fill in Route Name and Route Responsibility
  2. Select the Agent that will handle Teams conversations
  3. Configure field mappings to capture relevant user information
  4. Click “Save” to create the route
5

Install Microsoft Teams Bot

After configuring routes, the Elementum bot becomes available in Microsoft Teams:Installation Process:
  1. Organization-Level: The bot is automatically available to your organization after admin setup
  2. User Discovery: Team members can find “Elementum” in the Teams app directory
  3. Bot Installation: Users can install the bot and begin conversations
  4. Agent Interaction: Conversations are automatically routed to configured agents

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Using Microsoft Teams Integration

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Starting Conversations

For End Users:
  1. Find the Bot: Search for “Elementum” in Microsoft Teams apps
  2. Install: Add the Elementum bot to your Teams environment
  3. Start Chatting: Send a message to begin interacting with your agent
  4. Natural Conversation: Communicate as you would with any Teams contact
Conversation Behavior:
  • Messages are processed by your configured agent
  • Responses appear in real-time within Teams
  • Conversation context is maintained throughout the session
  • User information is automatically captured based on field mappings

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Conversation Management

Automatic Record Creation: When a user starts a conversation in Teams, the system automatically:
  • Creates a new record in your configured app
  • Captures user information based on field mappings
  • Associates the conversation with the created record
  • Begins tracking the interaction for workflow purposes
Transactional Nature:
  • Single Conversation Model: Only one active conversation per user at a time
  • Timeout Behavior: Conversations automatically close after the configured timeout period
  • Warning System: Users receive warnings before conversations close due to inactivity
  • New Conversation Creation: Messages sent after timeout create new records and conversations

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Agent Tools for Teams

EndConversation Tool

Agents have access to a special endConversation tool specifically designed for Teams interactions.Purpose:
  • Allows agents to proactively end conversations when appropriate
  • Provides clean closure for support interactions
  • Prevents conversations from remaining open unnecessarily
Critical Configuration: Train your agents on when and how to use the endConversation tool for optimal user experience.
When you have fully resolved the user's question or completed the requested task, 
use the endConversation tool to close the session. Always provide a brief summary 
of what was accomplished before ending the conversation.

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Managing Teams Integration

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Viewing Active Routes

In the Routes section, you can:
  • Route List: View all configured routes with names, responsibilities, and assigned agents
  • Status Monitoring: Check which routes are active and handling conversations
  • Performance Tracking: Monitor conversation volume through different routes

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Editing Routes

To modify existing routes:
  1. Navigate to Microsoft Teams integration settings
  2. Find the route in the Routes section
  3. Click the Edit action (pencil icon)
  4. Update configuration settings or field mappings
  5. Save changes to apply updates

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Route Management Best Practices

Single Route Recommendation:
  • Current Best Practice: Configure one primary route rather than multiple routes
  • Routing Complexity: The routing agent system is still being refined
  • Simplified Setup: Single routes provide more reliable conversation handling
  • Future Enhancement: Multiple agent routing will be improved in future updates
When Multiple Routes Make Sense:
  • Different departments with specialized agents
  • Distinct conversation types requiring different handling
  • Separate apps for different business functions

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Integration with Workflows

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Automatic Record Creation

When Teams conversations begin, records are automatically created with:
  • User Information: Data captured through field mappings
  • Conversation Metadata: Start time, agent assignment, route information
  • Teams Context: Platform identification and user details

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Workflow Triggers

Use the Agent Conversation Ended trigger in your automations to process Teams conversation outcomes: Available Data:
  • Complete conversation transcript
  • User information captured during the interaction
  • Conversation duration and outcome
  • Agent responses and customer interactions
Automation Examples:
  • Create follow-up tasks based on conversation content
  • Send summary emails to relevant team members
  • Update CRM systems with interaction details
  • Generate support tickets for unresolved issues
  • Route urgent matters to appropriate departments

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Viewing Teams Conversations

After a Teams conversation ends, you can view the complete interaction: Conversation Interface:
  • Navigate to the automatically created record
  • Access the Chat/Conversation interface in record details
  • View the conversation marked as a Microsoft Teams conversation type
  • Review complete transcript with timestamps and participant details
This provides full visibility into Teams interactions alongside other communication channels.

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Troubleshooting

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Common Issues

Bot Not Appearing in Teams:
  • Verify organization admin has connected the Elementum Teams app
  • Check that the integration status shows as Active
  • Ensure users have permission to install apps in Teams
  • Contact your Teams administrator if app installation is restricted
Agent Not Responding:
  • Verify the agent is properly configured and active
  • Check that the AI service is available and functioning
  • Review agent training instructions for Teams-specific guidance
  • Ensure the route is properly configured and saved
Field Mapping Not Working:
  • Verify source fields are correctly mapped to target fields
  • Check that target fields exist in your app
  • Ensure field types are compatible between source and target
  • Review user permissions for the target app
Conversations Not Creating Records:
  • Verify route configuration includes proper app selection
  • Check that field mappings are saved correctly
  • Ensure the target app is active and accessible
  • Review app permissions for record creation

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Performance Optimization

Timeout Configuration:
  • Shorter Timeouts: Better for high-volume environments, prevents resource buildup
  • Longer Timeouts: Better for complex support interactions requiring extended time
  • Monitor Usage: Adjust timeouts based on actual conversation patterns
Agent Training for Teams:
  • Concise Responses: Teams users expect quick, clear answers
  • Context Awareness: Train agents to understand they’re in a workplace environment
  • Professional Tone: Ensure responses match your organization’s communication standards
  • EndConversation Usage: Emphasize proper conversation closure techniques

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Security and Compliance

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Data Protection

  • User Information: Teams user data is handled according to your data retention policies
  • Conversation Storage: All interactions are stored securely within your Elementum environment
  • Access Control: Conversations are only accessible to authorized users within your organization

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Microsoft Teams Security

  • Organization Control: Admin approval required for initial app connection
  • User Permissions: Follows your organization’s Teams app installation policies
  • Data Residency: Conversations remain within your configured data boundaries

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Best Practices

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Agent Configuration for Teams

Training Considerations:
  • Workplace Context: Train agents to understand they’re communicating with colleagues
  • Professional Communication: Ensure responses match your organization’s tone
  • Quick Resolution: Teams users expect efficient, timely responses
  • Clear Instructions: Provide specific guidance on when to use endConversation
Response Optimization:
  • Brevity: Keep responses concise and actionable
  • Formatting: Use clear formatting for better readability in Teams
  • Next Steps: Always provide clear next steps or resolution confirmation
  • Escalation Paths: Train agents on when to escalate to human team members

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Conversation Management

Timeout Strategy:
  • Standard Interactions: 15-30 minutes for typical support conversations
  • Complex Issues: Longer timeouts for technical troubleshooting
  • High-Volume Periods: Shorter timeouts during busy periods to manage resources
User Communication:
  • Clear Expectations: Inform users about conversation timeouts
  • Warning Messages: Ensure timeout warnings are clear and actionable
  • Restart Instructions: Provide guidance on starting new conversations

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Monitoring and Maintenance

Regular Review:
  • Conversation Analytics: Monitor conversation volume and resolution rates
  • Agent Performance: Review how well agents handle Teams interactions
  • User Feedback: Collect feedback on Teams integration experience
  • Route Effectiveness: Assess whether single vs. multiple routes work better
Continuous Improvement:
  • Agent Training Updates: Refine training based on conversation outcomes
  • Timeout Adjustments: Modify timeouts based on usage patterns
  • Field Mapping Optimization: Update mappings as business needs evolve
  • Integration Monitoring: Keep track of Microsoft Teams platform updates
By following this guide, you can successfully deploy your agents in Microsoft Teams, providing your organization with AI-powered assistance directly within your existing collaboration platform. The integration creates seamless workflows while maintaining proper conversation management and data capture for your business processes.
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