Teams Setup

Set up Microsoft Teams as a channel in ClearFeed

ClearFeed integrates with Microsoft Teams to bring customer requests from Teams directly into your Slack Triage Channels. This creates a unified workflow where your support team can manage and respond to Teams messages without leaving Slack.

Requirements:

• Authorization: An Azure organization admin must authorize ClearFeed (one-time setup)

• Installation: By default, only MS Teams admins can install apps like ClearFeed (this is configurable in your Teams settings)

How It Works

When customers send messages in Microsoft Teams:

1. Messages automatically appear in your Slack Triage Channel

2. Support agents respond from Slack

3. Responses sync back to Teams in real-time

4. Conversations remain synchronized across both platforms

5. Requests can be converted to trackable tickets

Setting Up Teams Channel

Step 1: Connect Teams Integration

1. Go to Settings → Integrations in ClearFeed

2. Find and select Teams

3. Click Connect to start the 2-step process

Step 2: Authorize ClearFeed

1. Click Authorize in the pop-up window

2. Sign in with your Microsoft credentials

3. Complete the OAuth authorization flow

Step 3: Install ClearFeed Bot in Teams

1. Download the ClearFeed Teams App Package from the link shown

1. Open Microsoft Teams → Apps → Manage Your Apps → Upload an app

1. Upload the downloaded App Package

2. Review the Overview & Permissions pop-up

3. Click Add

1. Select which Microsoft Teams channels to sync with Slack

2. Click Go

If you're unsure about app permissions, check with your MS Teams administrator.

Step 4: Create Teams Collection

Configure which Teams channels route to Slack:

1. Go to Collections in ClearFeed dashboard

2. Create a new Teams Collection

3. Select Teams channels to monitor

4. Choose a Triage Channel in Slack

5. (Optional) Enable ticketing integration (Zendesk/Freshdesk) to auto-create tickets

Configure Workflows for your Teams Collection to get reminders for no response, SLA breaches, etc.

Working with Teams Requests

Once configured, Teams conversations automatically appear in your Triage channel:

• Customers create conversations in Teams channels

• Conversations appear in Slack Triage channel

• Agents respond from Slack

• Replies sync back to Teams

• ClearFeed keeps both platforms synchronized

FAQs

1. Can ClearFeed monitor private or shared Teams channels? Answer: No. Microsoft Teams does not allow bots in private or shared channels.

2. Can we use ClearFeed with our customer's Teams account? Answer: No. You must create your own MS Teams instance and invite customers as Guest users. Best practice: Create one Team per customer in your Teams account.

3. Why do I see an error when reinstalling ClearFeed? Answer: ClearFeed may still exist in Teams Admin Center even after removal from Teams interface. Go to Teams Admin Center – Manage Apps, search for ClearFeed, and remove it. Contact your Teams admin if you don't have access.

4. What happens if a customer replies to a closed ticket thread? Answer: ClearFeed automatically creates a follow-up ticket in your ticketing system (e.g., Zendesk), ensuring new activity is captured without manual intervention.