Digital Channels

Set up Microsoft Teams

Integrate your agent into Microsoft Teams channels and chats through an Azure Bot registration.

Complete the Azure Bot setup before you begin — it produces the App ID, client secret, and tenant ID this connection needs.

Complete Azure Bot Setup

Go to Azure Portal and navigate to Azure Bot > Create.
In Bot settings, set Messaging endpoint to the webhook URL shown on the Microsoft Teams Overview page.
Under Configuration, copy the Microsoft App ID.
Go to App Registrations > find your bot > Certificates & secrets > create a New client secret and copy the value.
Copy the Directory (tenant) ID from the Overview page.
Go to Channels > add the Microsoft Teams channel.
In the Teams app manifest, set bots[0].supportsFiles to true.

Attachment ingestion currently supports personal chat scope only.

Enter Connection Details in Artemis

To configure a Microsoft Teams channel, go to Deployments > Channels > MESSAGING > Microsoft Teams > + New and complete the following steps in order.On the New Microsoft Teams Connection page, provide the following fields.

Field	Description
Display Name	A label for the connection, e.g. `Microsoft Teams Production`. Up to 255 characters.
Bot App ID	The Microsoft App ID of your bot registration, e.g. your Microsoft App ID. Up to 255 characters.
App ID	Your Microsoft App ID.
Client Secret	The client secret value from your Azure bot registration.
Azure Tenant ID	The Directory (tenant) ID from the Azure Overview page.
Environment	Select an environment to follow its active deployment, or leave the default to use the working copy.
Provider Verification Strength	Controls how strictly the platform trusts the provider’s identity assertions for session continuity and linking. Weak is the default. Choose Strong only for channels or providers whose identity assertions you trust for stronger continuity and linking decisions.
Initial Status	Active connections are usable immediately. Inactive connections stay saved but disabled until you activate them.

Manage an existing Microsoft Teams channel

Open a channel from Deployments > Channels > MESSAGING > Microsoft Teams shows four tabs: Overview, Credentials, Configuration, and Deployment.

Overview
Credentials
Configuration
Deployment

The Connection Summary shows these fields.

Field	Description
Status	for example: Active
Created	Timestamp the channel was created
Updated	Timestamp of the last change
Environment	for example: `staging`
Source Type	`Channel Connection`
Source ID	Unique channel identifier (UUID)

Under Setup Instructions, the tab also shows the Webhook URL to set as the bot’s messaging endpoint in Azure, and the Bot App ID for reference.

Credentials are saved and encrypted after creation; the fields show placeholder text and accept new values only if you want to update them.

Field	Description
Use Auth Profile	Toggle on to authenticate through a saved Auth Profile instead of entering credentials manually. When enabled, select the profile from the dropdown in place of the fields below.
App ID	Your Microsoft App ID. Shown as (saved — enter to update); leave blank to keep the current value.
Client Secret	The client secret from your Azure bot registration. Shown as (saved — enter to update); leave blank to keep the current value.
Azure Tenant ID	The Directory (tenant) ID from the Azure Overview page. Shown as (saved — enter to update); leave blank to keep the current value.

Click Save Credentials to apply any changes.

The Deployment tab shows these fields.

Field	Description
Agent Version	An Environment dropdown (for example: `Staging`) that selects which deployed version handles incoming messages.
Active Deployment	Shows the bound deployment version and when it was deployed.

Click Save Changes after switching the environment/version.

Set up Genesys Open Messaging

Connect Genesys Cloud Open Messaging conversations through a project-scoped webhook adapter.

Complete the Genesys Cloud Open Messaging setup before you begin — it produces the Integration ID and webhook credentials this connection needs, and determines how the connection is validated before it goes live.

To configure a Genesys Open Messaging channel, go to Deployments > Channels > MESSAGING > Genesys Open Messaging > + New and complete the following steps in order.

Complete Setup in Genesys Cloud

Select the Genesys Cloud region and organization for this project connection.
Bind an active Genesys platform Auth Profile for outbound API calls.
Copy the generated Open Messaging webhook URL into the Genesys integration.
Use diagnostics to validate signature handling before enabling live traffic.

Enter Connection Details

On the New Genesys Open Messaging Connection page, provide a Display Name (up to 255 characters), then set up Open Messaging setup, which creates a project-owned webhook token, binds a Genesys Auth Profile, and keeps the connection in diagnostics mode until the Genesys sandbox passes.

Field	Description
Genesys Region	The Genesys region this connection is scoped to, for example `US East (N. Virginia)`.
Genesys Organization ID	Your Genesys Cloud organization identifier.
Integration ID	The Open Messaging integration ID from Genesys Cloud.
Activation Mode	The connection’s rollout stage, for example `Diagnostics only`. Promote to live traffic only after the Genesys sandbox passes.
Genesys Auth Profile	The Auth Profile that authenticates this connection with Genesys Cloud. Select one from the dropdown.
Webhook Connection Token	The token Genesys uses to authenticate inbound webhook requests.
Webhook Signature Secret	The secret used to verify inbound webhook signatures.

Complete Common Connection Settings

Field	Description
Environment	Select an environment to follow its active deployment, or leave the default to use the working copy.
Provider Verification Strength	Controls how strictly the platform trusts the provider’s identity assertions for session continuity and linking. Weak is the default. Choose Strong only for channels or providers whose identity assertions you trust for stronger continuity and linking decisions.
Initial Status	Active connections can be used immediately. Inactive connections stay saved but disabled until you activate them.

Click Create.

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References

Set up Microsoft Teams

Manage an existing Microsoft Teams channel

Set up Genesys Open Messaging

​Set up Microsoft Teams

​Manage an existing Microsoft Teams channel

​Set up Genesys Open Messaging

Set up Microsoft Teams

Manage an existing Microsoft Teams channel

Set up Genesys Open Messaging