Teams Setup

Getting Started with MS Teams integration to bring customer conversations from Teams to Slack

ClearFeed now supports triaging customer requests from Slack while syncing with Microsoft Teams. This enables teams to manage and respond to MS Teams messages from a centralized Slack Triage Channel, ensuring streamlined collaboration and faster resolution.

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 account settings.

Integrate with Teams

Follow these steps to integrate Microsoft Teams with ClearFeed:

1. Navigate to Settings → Integrations

2. Authenticate with Microsoft Teams

   • Click Connect Teams and log in using your Microsoft account.

   • Grant the required permissions to allow message synchronization.

3. Download the Teams app package

   1. On your Teams instance, open the Manage Your Apps section

   2. Choose to Upload an App

   3. Upload the downloaded App Package

4. Select Channels for Sync

   • Choose the Microsoft Teams channels that you want to sync with Slack.

5. Create a Teams Collection

   1. Choose the Teams channels from where messages will come to Slack

   2. Select a relevant Triage Channel

   3. Optional: Enable Ticketing to Zendesk/Freshdesk - each Team's request will create a new ticket.

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.