Supported connection types
Two connection types are available for Microsoft Teams.Both types provide the same chat experience (automatic group chat creation, DM support).
Prerequisites
- Admin role in AI Helpdesk is required
- Standard Bot: Microsoft Azure AD tenant admin rights required (to grant admin consent)
- Custom Bot: Permission to register and configure bot apps in Azure Active Directory
Connect via Standard Bot
Install the official Admina Teams app using Microsoft admin consent (Admin Consent). No Azure app registration required.1
Open Integration settings
Select Settings from the left navigation and open the Integration tab.
Click Add connection in the Messaging section and select Microsoft Teams — Standard Bot.
2
Grant admin consent
You are redirected to the Microsoft admin consent page.
Sign in with your Azure AD admin account and approve the permissions for the Admina AI Helpdesk app.
3
Select an observer user
Select at least one observer user to satisfy the group chat member requirement.
Choose an appropriate user from the list and click Connect.
The observer user is a technical requirement for group chats. In normal operations, use a dedicated account that does not monitor conversation content.
4
Confirm connection
When authentication succeeds, a Microsoft Teams (Standard Bot) card appears in the Messaging section.
Connect via Custom Bot
Register a bot app in Azure AD and enter the credentials in AI Helpdesk.Required information
Azure setup
Create a Bot Service
- In Azure Portal, go to Bot Service and select + Create > Azure Bot
- Enter the Bot handle name and tenant settings, then submit
- For Microsoft App ID, choose to create a new one or use an existing app registration
-
In the Bot’s Configuration, set the Messaging endpoint to:
- Enable the Microsoft Teams channel in the Bot’s Channels
Required API permissions
Add the following permissions to API Permissions on the app registration and grant admin consent.Issue a client secret
In Certificates & secrets on the app registration, create a new secret and copy the displayed Value (it cannot be retrieved later). This value is the App Password.Upload the Teams app and get the catalog ID
Upload the app package (zip) in Microsoft Teams Admin Center under Teams apps > Manage apps. Copy the catalog ID shown in the app details page URL.Connection steps
1
Open Integration settings
Select Settings from the left navigation and open the Integration tab.
Click Add connection in the Messaging section and select Microsoft Teams — Custom Bot.
2
Enter credentials
Enter the App ID, App Password, Tenant ID, and Teams App ID, then click Next.
The credentials are validated against Azure AD.
3
Select an observer user
Select at least one observer user to satisfy the group chat member requirement.
Choose an appropriate user from the list and click Connect.
The observer user is a technical requirement for group chats. In normal operations, use a dedicated account that does not monitor conversation content.
4
Confirm connection
When the connection succeeds, a Microsoft Teams card appears in the Messaging section.
Using the bot
After connecting, Teams users can send inquiries by starting a direct chat with the bot. When a user sends a message, a group chat is automatically created and the session begins.Disconnect Teams
In the Messaging section of Settings > Integration, click the trash icon on the card you want to disconnect.Troubleshooting
Admin consent denied (Standard Bot) Contact your Azure AD admin to approve admin consent for the Admina AI Helpdesk app. If approval is not possible, consider using Custom Bot instead. “Invalid credentials” error (Custom Bot)- Verify the App ID, App Password, and Tenant ID are correct
- Check that the client secret has not expired
- Confirm the app is approved and distributed in the Teams Admin Center
- Verify the bot service messaging endpoint URL is configured correctly