Microsoft Teams

Outcome

By the end of this guide you will understand what’s needed to use your assistant in Microsoft Teams, and how to test it once it’s enabled for your organisation.

Prerequisites

Your plan includes Microsoft Teams (or a custom channel integration)
You have a Microsoft 365 admin who can approve app installs and permissions
EBI has enabled the Teams channel for your AI assistant (if required)

Steps

1) Confirm Teams is available for your AI assistant

If you don’t already have Teams enabled, contact your EBI account team and ask for:

Teams channel enablement for your AI assistant
The Teams app/bot package (and any required tenant configuration steps)

2) Install the Teams app/bot (Microsoft 365 admin)

Installation steps vary by tenant policy, but typically your Microsoft 365 admin will:

Approve the app/bot in the Microsoft Teams admin centre.
Configure any required permissions.
Make the app available to the users or groups who should use it.

3) Test in a small pilot

In Microsoft Teams, add the app/bot to a chat or channel (depending on your intended use).
Ask 10–20 realistic questions that represent your top support requests.
Confirm the assistant answers correctly and triggers the intended flows.

4) Monitor and improve

In EBI's AI Studio, select Request viewer to review user questions and outcomes.
Improve coverage by updating flows and sources, then re-test.

Verify

Messages sent in Teams generate requests you can review in Request viewer
Your pilot users can consistently access the bot/app in Teams

Common issues

You can’t install the app: your tenant may block third-party apps or require admin approval.
Users can’t find the bot: confirm the app is assigned to the right users/groups in Teams admin.
Answers are wrong: tighten a flow response and/or add better sources under Information sources.

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