Connecting a Client to Teams in Chat

You can let customers connect to CloudRadial Chat from their own customer Teams Tenant by installing the bot in their tenant.

• Step 1: Creating a Channel
• Step 2: Installing the Teams App for your Clients

Step 1: Creating a Channel

You need to create a Channel and link it to a Service Channel:

1. Go to the left-hand menu
2. Click on Channels

3. Click New Channel

    

4. Select Microsoft Teams

    

5. Name it after your client (e.g., "Client A")

    

6. Set the Service Channel

7. If you have Administrative Access to your Client's Microsoft 365 Tenant, you can click Grant Teams Permissions and authenticate to the Client's Teams Tenant using a GA or equivalent Admin account.

   If you do not have access to your Client's Microsoft 365 Tenant, you can send their Administrator an email link to grant permissions using the option "Don't have Global Admin rights to your Teams tenant?".

8. Click Save

Once completed, you'll see that you have a Channel with an ID and an active switch on the right-hand side.

Quick Tip: Remember you can override the branding to your Bot by uploading a new Logo and Outline image, before installing it to Clients' Channels, your Web site, or the CloudRadial CSA Portal.

Step 2: Installing the Teams App for your Clients

You can use the Teams Admin Center to install the Chat Bot to your Clients' Teams App and Pin it to their Sidebar for easy access.

1. To install the Bot in your Client's Teams Tenant, you can download the Manifest from the Channel via the link labelled "Download Teams App"
2. Go to the Microsoft Teams admin center (for your company or the desired client): https://admin.teams.microsoft.com/
3. Navigate to Teams App and then Manage Apps, and Upload the Manifest ZIP file using the "+ Upload new app" option from the Actions drop down at the top right of the page.
4. Navigate to Teams Apps and then Setup Policies and select the Policy you'd like to use to deploy the App. Typically this will be the Policy labelled "Global (Org-wide default)".

5. Add the Chat Bot App to the Installed apps and Pinned apps by clicking "+ Add apps" and then selecting the App from the list of Apps. This will make sure the App is installed to your Clients' Users' Teams App and Pinned to the sidebar.

   Customers can then send messages directly to the app. When the app receives the first message from a user in the customer workspace, it will authenticate them as a contact in the ticketing system using their Teams-provided email address.