Microsoft Teams
Microsoft Teams is a collaboration platform that combines workplace chat, video meetings, file storage, and application integration. Connecting Teams to Harmony transforms your channels into an intelligent IT helpdesk with autonomous ticket resolution, AI-powered responses, and seamless workflow automation.
Harmony is available inside Microsoft Teams as a fully embedded app, so your support agents and end users can access Harmony's complete interface - including the AI agent, ticket management, and approval workflows - without leaving Teams.
What the Microsoft Teams integration enables
Autonomous Help Desk
Transform Teams channels into an AI-powered help desk with autonomous ticket resolution
Team Inbox
Centralize all IT tickets in a dedicated channel for support agents to triage and collaborate
Automation workflows
Trigger workflows, receive notifications, and execute IT actions directly from Teams
Adaptive Cards
Interactive rich cards for ticket updates, approvals, and status changes
Message Actions
Convert any message into a ticket using the Teams message context menu
AI Responses
Get intelligent answers from Harmony's AI trained on your knowledge base and IT procedures
Embedded App
Access Harmony's full interface inside Teams via native iframe with single sign-on
AI Agent in Teams
Interact with Harmony's AI agent directly inside Teams - no context switching required
Bell Notifications
Receive activity feed notifications that deep-link directly to the relevant conversation or task
Create Teams from Workflows
Provision new Microsoft Teams teams on demand using the Create Team workflow block
Submit Tickets via /Harmony
Create Service Desk tickets from any Teams channel without leaving Teams
User Mentions
@mention users in Teams conversations handled by Harmony
Prerequisites
Before connecting Microsoft Teams to Harmony, ensure you have:
Microsoft 365 Admin access or permissions to install Teams applications
Microsoft Entra ID connected to Harmony as your identity provider
A Harmony account with admin access to manage integrations
You must connect Microsoft Entra ID to Harmony before setting up the Teams integration. Entra ID provides user authentication and identity management for Teams.
Step 1: Connect Microsoft Entra ID
Navigate to Integrations
Log into your Harmony dashboard
Navigate to Settings → Integrations
Find Microsoft Entra ID under Identity & Access Management
Click Connect
Navigate to Microsoft Entra ID integration in Harmony dashboard Authorize Entra ID
You'll be redirected to Microsoft to authorize the connection
Sign in with your Microsoft 365 admin account
Review the requested permissions
Click Accept to authorize
You'll be redirected back to Harmony
Microsoft Entra ID authorization dialog Verify Connection
Confirm that Microsoft Entra ID shows Connected status before proceeding to Teams setup.
Step 2: Connect Microsoft Teams
Navigate to Teams Integration
In your Harmony dashboard, navigate to Settings → Integrations
Find Microsoft Teams under Collaboration
Click Connect
Navigate to Microsoft Teams integration in Harmony dashboard Authorize in Microsoft
You'll be redirected to Microsoft to authorize Teams integration
Review the requested permissions (see Permissions below)
Click Accept to authorize the connection
You'll be redirected back to Harmony
Microsoft Teams authorization dialog with permissions
Step 3: Upload Harmony App to Teams
The Harmony app must be uploaded to your Microsoft Teams environment by a Teams administrator.
Upload to Teams Admin Center
Navigate to the Microsoft Teams admin center
Click the Actions dropdown button
Select + Upload new app
Upload the Harmony Teams app package when prompted
Follow the on-screen instructions and click Upload to complete the installation
Upload Custom App Dialog The app will be available to users within a few minutes, but organization-wide deployment may take several hours.
Add Harmony to Channels
After uploading the Harmony app, you can add Harmony to your Teams channels:
Add Harmony Bot to Channel
In Harmony dashboard, click Settings in the sidebar
Navigate to Desks and select your desk
Click on Notifications
Click + Add destination under Ticket notifications
Select Microsoft Teams from the dropdown
Choose your Teams channel and configure the ticket events you want to receive notifications for
Click Save
Configure Teams channel notifications in Harmony dashboard
When selecting a channel, Harmony shows all available channels across your connected Teams workspaces, so you can route notifications to exactly the right place.
Harmony Inside Microsoft Teams
Harmony is available as a fully embedded app within Microsoft Teams, giving your team access to the complete Harmony interface without leaving Teams.
Single sign-on and identity
Harmony authenticates automatically using your Microsoft Azure AD (AAD) identity. No separate login is required. Your Teams user profile is used to identify you within Harmony, linking your Teams account to your Harmony workspace seamlessly.
The authentication flow uses a dedicated token exchange mechanism that validates your Microsoft Azure AD credentials and converts them into standard Harmony session tokens. Sessions are refreshed automatically before they expire, and early requests are blocked until authentication is fully established - reducing interruptions caused by token timeouts or session errors. This makes sign-in stable and resilient with no action needed on your end.
Direct message experience
Users who reach out to Harmony via direct message in Teams are automatically directed to the Agent tab, landing in the right place immediately without extra navigation. Support conversations via Teams DMs are fully supported, with reliable message parsing and proper handling of bot DM interactions.
Submitting tickets with /Harmony
You can create Service Desk tickets without leaving Microsoft Teams by typing /Harmony in any channel. This opens a form where you can fill in the details of your request and submit it directly to your support team. Harmony automatically surfaces available channels across all your connected Teams workspaces, so routing your request to the right place is simple.
AI Agent in Microsoft Teams
Harmony's AI agent is available directly inside Microsoft Teams via a native Copilot custom engine agent. Employees can start and continue support conversations with the Harmony AI agent without leaving Teams.
Key capabilities of the Teams AI agent experience:
Conversational AI support in Teams: Employees interact with the Harmony AI agent directly from within Teams, with full conversation history maintained across sessions so the agent has context for ongoing interactions.
Automatic employee identification: The agent identifies the Teams user automatically, so no separate account linking is required.
Threaded conversations: Each support request is handled in its own thread, keeping discussions organized and easy to follow.
Real-time status updates: The agent displays a processing indicator while preparing a response, then replaces it with the final answer once ready.
Message filtering: Incoming messages are filtered to ensure only relevant requests are routed to the agent.
Copilot activity notifications: You receive notifications directly in Teams threads when Harmony's AI Copilot is active in a conversation. Notifications are deduplicated so you won't see repeated messages for the same activity, and ownership validation ensures notifications reach only the correct participants.
Bell Notifications with Deep Links
You can receive activity notifications directly in the Microsoft Teams activity feed (bell icon) that deep-link to the relevant conversation or task in the Harmony portal. When a key ticket event occurs, a bell notification appears in Teams so you never miss an important update.
Notifications are sent for the following events:
New task (approval request) - notifies you when an approval task is assigned to you, deep-linking to My Tasks
Agent response - notifies you when an agent replies to a ticket, deep-linking directly to the conversation thread
Ticket status change - notifies you of updates to ticket status, keeping you informed as requests progress
Create Microsoft Teams Teams from Workflows
You can provision new Microsoft Teams teams on demand directly from a Harmony workflow using the Create Team block. This lets you fully automate team provisioning as part of your support or onboarding flows with no manual steps required in the Teams admin console.
Create Team block: Add a Create Team step to any workflow to provision a new Microsoft Teams team on demand.
Template variable support: Use dynamic template variables in channel and team name settings, so team names can be personalised or derived from conversation data at runtime.
Duplicate name handling: If a team with the same name already exists, Harmony handles the conflict gracefully so your workflow continues without errors.
You can also configure a custom base URL for the Agent Workflows Orchestrator within your Teams integration. This lets you control where agent workflow requests are routed - useful for self-hosted or region-specific orchestration setups.
User Mentions in Teams
You can mention users directly within Microsoft Teams conversations handled by Harmony. When a user is mentioned using the standard @mention format in Teams, Harmony correctly recognises and processes the mention, ensuring conversations and handoffs work as expected. This brings Teams in line with other supported channels and makes collaboration within Teams-based support workflows more seamless.
Notifications and Ticket Updates
Harmony surfaces ticket activity and support events directly in your Teams channels, keeping your team informed without leaving Teams:
Private notifications are delivered to the right individuals or channels
Ticket updates including status changes and new activity are surfaced in real time
Replies are threaded directly within Teams channels for clean, contextual conversations
Agent workflow events appear alongside regular ticket activity, so automated actions and AI-driven updates are visible in context
SLA alerts are delivered straight into the chosen channel, ensuring the right people are notified at the right time
Teams messages and replies are properly linked to their corresponding notifications, so agents see a complete and accurate conversation thread
Agents are correctly identified in Teams conversations, making it clear which messages were sent by a support agent versus an end user
Duplicate and spam notifications triggered by Teams ticket updates are suppressed, so agents are not flooded with redundant alerts when conversations are active in Teams
Permissions Explained
Harmony requests the following Microsoft Teams permissions:
ChannelMessage.Read.All
To read messages in channels where Harmony is added
ChannelMessage.Send
To post responses and ticket updates in channels
Chat.Read
To read direct messages sent to Harmony bot
Chat.ReadWrite
To send responses in direct message conversations
User.Read.All
To identify users and personalize responses
TeamSettings.Read.All
To read team and channel information
Files.Read.All
To access file attachments in ticket requests
TeamsActivity.Send
To send activity feed notifications (bell icon) to users for ticket updates, approvals, and time-sensitive alerts
Troubleshooting
Harmony app not appearing in Teams
Possible causes:
App not uploaded to Teams admin center
Organization's app policies block custom apps
App hasn't propagated to all users yet
Solutions:
Verify app was uploaded successfully in Teams admin center
Check Teams apps → Permission policies allow custom apps
Wait 15-30 minutes for app to propagate
Have users refresh Teams (Ctrl+R or Cmd+R)
Bot doesn't respond to messages
Possible causes:
Teams integration not connected in Harmony
Not @mentioning the bot in channels
Solutions:
Verify Settings → Integrations → Microsoft Teams shows Connected
Ensure you're @mentioning @Harmony in channel messages
Cannot create tickets in DMs
Possible causes:
Using @mention instead of commands in DMs
Bot not added to personal apps
Solutions:
In DMs, use
/harmony [request]instead of @mentionsUse message actions: right-click message → Create Harmony Ticket
Have users add Harmony bot from Teams app store
Adaptive cards not displaying
Possible causes:
Teams client version too old
Card schema compatibility issue
Solutions:
Update Microsoft Teams to the latest version
Try accessing Teams via web browser
Contact Harmony support with Teams version info
Authentication issues or sign-in errors
Possible causes:
Session token expired before refresh could complete
Azure AD credentials not resolving to a Harmony account
Solutions:
Reload the Harmony app inside Teams (Ctrl+R or Cmd+R)
Ensure your Microsoft Azure AD account is linked to your Harmony workspace
Contact Harmony support if sign-in errors persist - include your Teams version and the error message you see
Best Practices
Start with a Pilot Channel
Before rolling out organization-wide:
Choose one IT support channel for testing
Gather feedback from early users
Roll out to additional channels based on success
Educate End Users
Help users understand how to interact with Harmony:
Create a quick reference guide
Explain the difference between channels (@ mention) and DMs (commands)
Share example questions and requests
Highlight the Create Ticket message action and the
/Harmonycommand for quick ticket submissionSet expectations for response times
Monitor and Optimize
Regularly review integration performance:
Check ticket creation patterns
Monitor resolution rates
Identify common user questions
Collect user feedback on AI responses
Getting Help
Need assistance? Here's how to get support:
In-app Help: Use the help button on the sidebar to reach us
Support Team: Contact support@harmony.io with your workspace details
Data & Privacy
Key privacy principles
For information about how Harmony handles your data, see our Privacy Policy.
Channel support: Harmony is only supported in public channels
Encryption: All data transmission is encrypted using industry-standard protocols
Revocation: Integration can be revoked at any time from your Microsoft 365 admin center or Harmony settings
Compliance: Harmony complies with Microsoft's security and compliance standards
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