Migrating to CloudRadial ChatAI

Work through the steps in order. The Teams consent and the app update in Step 4 must both be complete before we can finish the switch — doing one without the other leaves live chat in a broken state.

If you are still on ChatStyle, you are working in the old admin and your technicians are still handling live chats as a thread inside your service channel, without ticket cards, in-chat commands, or the ability to run more than one conversation at a time. This article moves you across. It has two halves: you verify and update your configuration, then CloudRadial completes the switch. Nothing changes for your technicians until both halves are done.

• What's Different
• Before You Start
• Step 1: Sign In to the New Admin
• Step 2: Check Your Account Settings
• Step 3: Check Your Connectors
• Step 4: Update Your Service Channels
• Step 5: Tell Us You Are Ready
• Step 6: Verify the Migration
• Where Live Chats Appear Now
• Troubleshooting
• Related Articles

What's Different

A new admin application. ChatAI has an entirely new admin at chatai.cloudradial.com — not the admin you know with a new coat of paint. It is cleaner, there is far less to learn, and finding what you need takes a fraction of the time. The chat widget has had a visual refresh as well, and adding chat to your CloudRadial portal is considerably simpler than it used to be. The Admin Experience is a quick orientation to it if you have never signed in.

The practical difference is what you can now do without contacting us. You can see which of your technicians are actually answering chats. You can re-pull your PSA boards and statuses yourself when they change. When something is not working, the admin app tells you what and why, in plain terms, instead of leaving you to guess.

Live chat as a Teams group chat. On ChatStyle, a technician who picks up a chat is held in a single service channel thread and has to @-mention the bot for every action. On ChatAI, clicking Join Live Chat on a Chat Request Card opens a dedicated group chat containing the end user, the technician and the bot. That brings:

• Ticket Cards in the conversation — technicians change status, change priority and add notes from inside the chat, and those updates land in your PSA
• Technician-only visibility — the Ticket Card and any commands run are invisible to the end user
• Multiple concurrent chats — technicians work several conversations at once instead of being held in one
• Native escalation — a second technician joins the way you would add anyone to a Teams group chat, and arrives with the full transcript
• Cross-platform — an end user on the web widget, your portal or SMS can be served by a technician in Teams or Slack
• A complete record — the transcript and attachments attach to the ticket, and the session is recorded as a time entry or a note

The Technician Experience is an overview of how your team will work in it. As part of the same migration we move your bot onto the current shared dialog set, which gives you the current intake wording, error handling and escalation behavior.

Before You Start

You will need:

• A Global Administrator in your own Microsoft 365 tenant who can grant admin consent. If your administrator uses Privileged Identity Management, they must activate the Global Admin role before opening the consent link
• Access to the Teams Admin Center to update the app
• Your PSA administrator credentials, in case the connector needs reauthorizing
• A quiet window. Live chat is briefly unavailable between the Teams app update and our switch, so schedule outside your busiest support hours

Step 1: Sign In to the New Admin

The ChatAI admin is a separate application from the ChatStyle admin you have been working in. Many partners migrating have never opened it.

1. Go to chatai.cloudradial.com
2. Sign in with your legacy ChatStyle credentials
3. You will land on the Dashboard, which opens with configuration health checks and recent activity

If you cannot sign in, or nobody on your team has an account, contact CloudRadial Support before going any further — everything below happens in this application.

Take a moment on the Dashboard. Anything flagged there is worth resolving as you work through the next steps.

Step 2: Check Your Account Settings

Go to Settings > Account and confirm your details are current. ChatStyle deployments often carry contact and notification addresses that were never revisited.

Check in particular that the addresses listed belong to people who still work there. That is where we send consent instructions and migration confirmations.

Step 3: Check Your Connectors

Your PSA connector is the one every ticket flows through, and on an older deployment it is the most likely thing to need attention.

1. Go to Settings > Connectors
2. Open your PSA connector
3. Fill in anything empty or flagged. ChatAI asks for a few defaults that ChatStyle did not — typically the ticket type and source to use, and the board, status and priority new tickets should land on. If your deployment predates the onboarding wizard, these were never set
4. Click Test Connection and confirm it succeeds

Do not continue with a failing PSA connection. Ticket creation, transcript posting and the Ticket Card actions in live chat all depend on it, and a broken connector will look exactly like a broken migration.

Review any other connectors listed while you are here.

Step 4: Update Your Service Channels

Your Service Channel is where live chat requests reach your technicians. The ChatAI Teams app requests a different set of Microsoft permissions than the ChatStyle app did, so your existing approval does not carry over — and the app package itself has changed.

Both parts are required.

Grant Consent Again

1. Go to Channels in the sidebar
2. Open your Teams Service Channel
3. Click Update Tenant
4. Open the approval URL in a browser signed into your tenant as a Global Administrator, review the permissions, and approve

If your Global Administrator is someone else, expand Don't have Global Admin rights to your Teams tenant? on the channel page, enter their email in Teams Admin Email, and click Send Admin Consent Link to send them the consent link directly.

Deploy the Updated App

1. On the same Service Channel page, click Download Teams App to get the app package
2. In your Teams Admin Center, go to Teams apps > Manage apps
3. Find your existing app and use Update to upload the new package. It is listed under your bot's name rather than CloudRadial's or ChatStyle's, so search for what you called your bot
4. Return to the Service Channel page and click Save

The upload is not the end of it. Microsoft rolls the new package out to clients on its own schedule, and that can take a while — expect minutes rather than seconds, and sometimes longer. Confirm it has landed by checking the app's version number in Teams against the version you uploaded, rather than assuming the upload was enough.

Teams on the web usually picks the new version up first, so it is the quickest place to check. Teams Desktop often keeps serving the old app until it is restarted; if the version there is still the old one, quit Teams completely and reopen it before concluding that anything is wrong.

Always update the app through the Teams Admin Center. Do not sideload the package by installing it directly from the Teams desktop client — a sideloaded app prevents the Service Channel from activating, and operator management stops working.

A green confirmation means the Service Channel reactivated and rebuilt your operator list from the designated Team's membership. A red message almost always means either consent did not complete or the app was sideloaded.

If you have more than one Service Channel, repeat this for each. If you deploy Teams into your clients' tenants as Client Channels, each of those tenants needs the same consent and app update.

Step 5: Tell Us You Are Ready

The final switch happens on our side. Reply to your CloudRadial account manager, or submit a ticket, confirming:

• Your ChatStyle account name
• That you have signed into the new admin and reviewed your Account settings
• That your PSA connector passes Test Connection
• That admin consent has been granted again and the Teams app updated, and for which Service Channels
• Which Client Channel tenants, if any, have also been updated
• Whether anyone on your team has customized your bot's wording

That last point matters. If anyone has edited your greetings, intake questions or other bot wording, tell us before we begin — we will carry that wording forward so your end users see the same language afterward. If we do not hear otherwise, we will treat the deployment as unmodified.

We will confirm by ticket once the switch is complete.

Step 6: Verify the Migration

Once we confirm, run a real escalation from end to end:

1. Open Teams and go to your designated service channel
2. Confirm the Chat Settings tab is present and lists your Team's members as operators
3. From a Client Channel or the web widget, start a conversation and escalate to live chat
4. Confirm a Chat Request Card appears in the service channel
5. Click Join Live Chat on the card
6. Confirm a new group chat opens containing the end user, the technician and the bot, named for the client and the ticket number (for example "Celeste Moyer - #102498"). The next section says where to find it
7. In that group chat, confirm the Ticket Card appears and that changing the status updates the ticket in your PSA
8. Confirm the end user does not see the Ticket Card or any commands you run

When the Dashboard health checks are clear and that conversation flows through cleanly, you are migrated.

Where Live Chats Appear Now

This is the most common point of confusion after the migration, and it is worth briefing your technicians on before you go live.

When a technician clicks Join Live Chat, the conversation does not continue in the service channel. ChatAI opens a new group chat in that technician's Teams sidebar, named for the client and the ticket number, for example "Celeste Moyer - #102498". The channel itself only shows a reply on the original card confirming who picked the chat up.

Technicians who expect the conversation to continue in the channel will type into the channel thread, get no response, and conclude the integration is broken. Tell your team:

• After clicking Join Live Chat, look in the Teams sidebar for a new chat named for the client and the ticket number, for example "Celeste Moyer - #102498"
• Everything is in that chat — the prior transcript, the end user, the Ticket Card
• The service channel is the queue, not the conversation

Technicians can keep several of these open at once, which is the point: while one end user is restarting a machine, the technician works another chat.

Troubleshooting

I can't sign in at chatai.cloudradial.com.

Contact CloudRadial Support. The ChatAI admin is a separate application and your team may not have accounts on it yet.

Test Connection fails on the PSA connector.

Confirm the credentials are still valid and that any newly required fields are filled in. If it still fails, submit a ticket before continuing — the rest of the migration depends on a working PSA connection.

Consent fails with "Need admin approval."

The account that opened the approval URL is not a Global Administrator. Have a Global Administrator complete it, or expand Don't have Global Admin rights to your Teams tenant?, enter their email in Teams Admin Email, and click Send Admin Consent Link to send the link to the right person.

Consent fails with 401 Unauthorized.

Consent did not complete. Have the Global Administrator open the approval URL again. If they use Privileged Identity Management, the Global Admin role must be activated first. Conditional Access policies may also require consent from a compliant device.

An error appears when saving the Service Channel.

Either consent has not been granted, or the Teams app was sideloaded rather than updated through the Teams Admin Center. Confirm both, then save again.

The Team and Channel dropdowns are empty.

The tenant is not fully consented. Complete the consent step before selecting a Team.

Technicians clicked Join Live Chat and nothing happened.

The conversation opened in the Teams sidebar rather than in the channel, in a group chat named for the client and the ticket number (for example "Evan Griffith - #1098"). See Where Live Chats Appear Now.

Manifest changes aren't showing in Teams.

Give it time first — the rollout is on Microsoft's schedule, not ours. Check the version in Teams on the web, and restart Teams Desktop if it is still serving the old one. See Deploy the Updated App. If the version is still wrong long after the upload, reinstall the package through the Teams Admin Center.

End users can see the Ticket Card or technician commands.

Contact Support. This means the switch on our side did not complete cleanly.

Related Articles

• The Admin Experience — a tour of the new portal
• The Technician Experience — the group-chat model your team is moving to
• Understanding Channels · How PSA Integration Works · Setting Up Your Teams Service Channel · Your First Test Conversation

If you are still having trouble, we're here to help!

Submit a ticket here for assistance, and don't forget to check our status page to ensure there are no outages in your area.