Integrating Microsoft Teams with babelforce

babelforce provides you with the means for solving two main use cases: 

1. sending automated messages to a Teams channel
2. changing the presence of an agent in Microsoft Teams

To implement these use cases, we offer two different microsoft integrations: "Microsoft Teams" and "Microsoft Teams messages"

This article will guide you through the steps to set up these integrations: 

1. The part on Microsoft side

To setup the integration, you need the tenant ID of your teams account, as well as client ID and client secret of a registered application. 

Register your application: 

• First, log into your Microsoft Azure admin account
• Under azure services, search for "App registrations"
  • click on "New registration"
    • Give it a name and select "Accounts in any organizational directory (Any Microsoft Entra ID tenant - Multitenant)"
    • The redirect URI should point to your environment: `https://{env}.babelforce.com/oauth2/callback`
      
• Go to the tab "Authentication" and allow public client flows: 
  
  
  
• Go to "API permissions",
  • For sending messages to a teams channel, you need the following permissions: 
    • ChannelMessage.Send - delegated
    • Group.ReadWrite.All - application
    • Teamwork.Migrate.All - application
    • User.Read - delegated
    • User.Read.All -application
  • For changing the agent presence, you need these permissions: 
    
    • Presence.ReadWrite.All - application
    • User.ReadWrite.All - application
• Go to "Owners" and add all users that are allowed to set up the integration. Be aware that you need to log into your babelforce manager account later with the same email address that is registered in Microsoft Azure
• Go to "Certificates & secrets" 
  • Click on "New client secret"
    
    
  • save the (client) secret, you need it for the babelforce setup
• Find your client ID and the tennant Id in the "Overview" section

2. The part on babelforce side

First of all, we need to set up the integration itself. To do this, go to Automations > Apps (Integrations), click on "Add".

• Choose the "Microsoft teams messages" if you want to send channel messages
• Choose the "Microsoft teams" integration if you want to manipulate the user presence.

The information that needs to be entered is the same for both integrations:

1. Enter the following info in the respective fields: 

• API URL: login.microsoftonline.com
• base URL: graph.microsoft.com/v1.0
• tennant Id saved in the previous step
• Scope: https://graph.microsoft.com/.default 
• Client Id & Client secret saved in the previous step

 2. Follow these steps: 

• click on "save"
• open the integration again, then click on "Authorize"
• In the list view for the integrations, click on "Test" to check if your integration has been set up correctly. 

To set up the automations, head over to these articles: 

1. Send automated messages to MS Teams
2. Change the presence status of teams user via babelforce