Teams Setup

Getting Started with ClearFeed and MS Teams

ClearFeed now lets you triage customer requests from Microsoft Teams directly within Slack. This integration creates a unified workflow where Teams messages automatically appear in your Slack Triage Channels, eliminating the need to switch between platforms.

Support teams can now:

• Manage all incoming Teams requests from a Slack workspace

• Respond to Teams messages without leaving Slack

• Convert customer inquiries into trackable tickets

• Maintain synchronized communication across both platforms

This streamlined approach ensures faster response times and more efficient collaboration for teams that use both Microsoft Teams and Slack in their support workflows.

Authorization of ClearFeed: An Azure organization admin must authorize ClearFeed via the OAuth flow. This is a one-time activity.

Adding ClearFeed to Your Team(s): By default, only MS Teams admins have the authority to install apps or bots like ClearFeed. However, this is configurable and will depend on your existing Teams account settings.

Integrate with Teams

Follow these steps to connect your Microsoft Teams instance with ClearFeed:

1. Go to Settings → Integrations in your ClearFeed dashboard

2. Find and select Teams from the available integrations list

3. Click the Connect button to begin the 2-step integration process:

   

   • Step 1: Authorization - Click "Authorize" in the pop-up window to be redirected to Microsoft's sign-in page. Enter your credentials and sign in.

     
   • Step 2: Add ClearFeed bot to Teams - After successful authorization, you'll return to ClearFeed to proceed further using below steps:

     • Download the ClearFeed Teams App Package from the link shown on the pop-up

       
     • Open Teams. Navigate to Apps > Manage Your Apps > Upload an app

       
     • Upload the downloaded App Package

     • After the App package is successfully uploaded, you would see a pop-up providing an Overview & Permissions that ClearFeed App would have access to. Click on "Add"

       
     • As soon as you click on "Add", you would be displayed the list of channels from your Teams where ClearFeed can be added. Choose which Microsoft Teams channels you want to sync with Slack and click on Go.

   • If you’re unsure whether you can install ClearFeed, check with your MS Teams administrator to review your app permissions.

   • Authorization of ClearFeed: An Azure organization admin must authorize ClearFeed via the OAuth flow. This is a one-time activity.

   • Adding ClearFeed to Your Team(s): By default, only MS Teams admins have the authority to install apps or bots like ClearFeed. However, this is configurable and will depend on your existing Teams account settings.

4. Create a Teams Collection from your ClearFeed dashboard:

   • Select the Teams channels from which messages will be sent to Slack

   • Choose a relevant Triage Channel

   • Optional: Enable ticketing integration with Zendesk/Freshdesk to create a new ticket for each Teams request

Work on Teams Requests from Slack

Once you create a Teams Collection on your ClearFeed account, any new conversation from your Team's channels will be shown on your account and triage channel (if it is configured).

1. Customers create conversations on Teams channels

2. These conversations come on the Triage channel

3. ClearFeed keeps the conversations between Teams and Slack in sync

FAQs

1. Can ClearFeed monitor private or shared channels from MS Teams?

Answer: Currently, ClearFeed cannot monitor private and shared channels on Teams as bots cannot be added to such channels on MS Teams.

1. Can we be a part of our customer's Teams account and use ClearFeed?

Answer: No, you would need to create your own MS Teams instance and invite your customers to your account as Guest users. As a best practice, we advise you to create one Team per customer on your Teams account.