How to set up a Microsoft Teams messaging channel

How to set up a Microsoft Teams messaging channel

To use Microsoft Teams for communicating with your customers, you need to create a messaging channel in Bold360 AI.

Make sure the following steps have been completed:

  • You have created an API key in Bold360 AI that meets the following criteria:
    • It is set up to have access to the knowledge base you selected in the previous step
    • It has all permissions set to write
    • Its allowed IP ranges are set to 0.0.0.0-255-255.255.255

      Go to Admin Center > API Keys in Bold360 AI to see a list of already existing API keys or to create one. See How to create an API key in Bold360 AI to learn more.

  • If you want to use live agents too, make sure you have integrated Bold360 AI with Bold360 Agent.
  1. In the AI Console, go to Touchpoints > Widgets.
  2. Under Conversation configuration, select Messaging applications.
  3. On the Channels tab, choose the plus icon to create a new channel.

    Result: You are taken to the Create Channel page.

  4. On the Create Channel page, enter a name and a description for the channel.
  5. Select the knowledge base that the bot should use to serve your customers.
  6. Enter the knowledge base API key.

    You need to provide an API key here that meets the following criteria:

    • It is set up to have access to the knowledge base you selected in the previous step
    • It has all permissions set to write
    • Its Allowed IP ranges are set to 0.0.0.0-255-255.255.255

      Go to Admin Center > API Keys in Bold360 AI to see a list of already existing API keys or to create one. See How to create an API key in Bold360 AI to learn more.

  7. Select Bold360ai for Escalation Provider Type.
    • Make sure you have the correct Bold360 integration URL.

      Your integration is either in the US or EU region. For an EU-based integration, add -eu into the integrations field. Otherwise, leave it empty.

    • In the API Key filed, enter your Bold360 Agent API key.

      To get this API key, log in to the Bold360 Admin Center and go to Integrations > API Access Keys and create a new key. Make sure you select the correct chat window.

    • Select the Smart Advisor Knowledge Base that will offer potential responses to your human agents during chat.
  8. Select Microsoft Teams for Provider.
  9. In the Channelid field, enter your Microsoft Office tenant ID.

    To get your tenant ID, in Microsoft Teams, right-click a team and select Get link to team. Ask your administrator if you need help.

  10. Save your channel settings.
What's next?
  • Make sure Allow sideloading of external apps and Allow external apps in Microsoft Teams are enabled and use the .zip file attached to this article to add the Bold360 app to Microsoft Teams. For more information refer to Microsoft?s documentation.
  • Read this article to learn how to configure your messaging channel further.
  • See this article to complete additional configuration in Bold360 AI.
  • Read this article for additional configuration steps in Bold360 Agent.