Teams Integration

Integrate the Talkative console for Agents into a Teams line of business application

Teams Integration

1.  Create an Azure AD app App Registration (https://portal.azure.com and go into azure Active directory)

2.  Scope to "Accounts in this organizational directory only"

3.  Set "Redirect URL to "https://eu.engage.app/teams-configs/oauth" depending on your region (us, au)

4.  Go into API Permissions

Grant the following Microsoft Graph Delegated Permissions

• 
  
  • Presence.Read
  • Presence.Read.All
  • Presence.ReadWrite

Then grant these Application Permissions:

• 
  
  • TeamsActivity.Send
  • Presence.ReadWrite.All

NOTE - Make sure you grant admin consent to all of these.

5.   Next, go generate a client secret (At Certificates & Secrets):

Copy the value of it and keep it safe. It will disappear once you navigate off the page.

6.  Once you've done all that, you can request the manifest file from [email protected]

7.  Once you have received the file, You'll need to unzip it, and in manifest.json change 

id = this should be your Application (client) ID (available for your customizable app) under overview and the oauth attribute

resource = your Engage URL (Remember to change EU / US or AU as appropriate)

Example image here

    "webApplicationInfo":
        {
            "id": "d80b80d3-b72d-4528-976e-b1e2ebf5ccf4",
            "resource": "https://eu.engage.app/teams-configs/oauth"
        },

And also

contentUrl= https://eu.engage.app/queue

websiteUrl= https://eu.engage.app/queue

remembering to change EU / US or AU as appropriate

Example image here

   "staticTabs": [        
       {            
           "entityId": "queue",            
           "name": "Queue",            
           "contentUrl": "https://eu.engage.app/queue",            
           "websiteUrl": "https://eu.engage.app/queue",            
           "scopes": [ "personal"]        
      }    
],

8.  Rezip this as a zip file and install it as a custom application on admin.teams.microsoft.com

1. Navigate to teams.microsoft.com and install the app for your user.

2. Set up a teams integration in engage

3. Your params should be:

Client ID: The Application (client) ID off the azure AD app
Tenant ID: the Directory (tenant) ID off of the azure AD app.
Client Secret: The secret you saved in a previous step
Teams app URL: Get your Teams APP ID from your teams admin panel. (App ID **NOT** the external one). Plug it into this URL:
https://teams.microsoft.com/l/apps/{YOUR_APP_ID_HERE}/sections/queue