The Microsoft Teams AI Agent integration allows users to interact with a published BoldDesk AI Agent directly inside Microsoft Teams. After administrators enable Personal Chat and/or map an AI Agent to a Teams channel, the AI Agent can respond to user queries using the AI Agent’s configured knowledge sources and (if configured) connected actions such as API Actions and MCP tools.

This integration supports:

• Personal Chat AI responses
• Channel-based AI responses (mapped channels only)
• AI Agent mapping to Teams channels
• Knowledge-base-driven responses (based on the AI Agent configuration)
• Real-time query handling (responses occur as users send messages in Teams)

Supported Capabilities

1. Personal Chat AI responses: Personal Chat allows one-to-one conversations between a user and a configured AI Agent in Microsoft Teams. When Personal Chat is enabled, the AI Agent responds to user queries in the private chat using the AI Agent’s configured knowledge sources and capabilities.

2. Channel-based AI responses: Channel AI responses allow an AI Agent to respond within a Microsoft Teams channel that has been mapped to that AI Agent. Users must mention the AI Agent in the mapped channel to receive AI-powered responses.

3. AI Agent mapping to Teams channels: Administrators assign exactly one AI Agent to a specific Teams channel through a channel mapping. A Teams channel can have only one mapped AI Agent at a time. Multiple channels can map to different AI Agents.

4. Knowledge-base-driven responses: The AI Agent responds using only the knowledge sources configured for that AI Agent.

5. Connected actions (API Actions and MCP tools): If API Actions and MCP tools are configured for the AI Agent, users can request supported actions using natural language prompts in Teams. Available actions depend on what is configured for the selected AI Agent.

Prerequisites

Before configuring AI Agents in Microsoft Teams, ensure that:

• Microsoft Teams integration is installed and configured. Explore How to Integrate Microsoft Teams with BoldDesk.
• At least one AI Agent has been created and published.
• Required knowledge sources, API Actions, or MCP tools have been configured for the AI Agent.
• The user must have Manage Settings permission assigned to the role.

How to Configure an AI Agent for Personal Chat

Personal Chat enables users to interact directly with an AI Agent through private conversations in Microsoft Teams. When enabled, users can ask questions and receive AI-powered responses based on the agent’s configured knowledge sources, helping them quickly access information and assistance without leaving Teams.

Follow the steps below to enable AI Agent in your Microsoft Teams personal chat.

1. Navigate to Admin > Marketplace > Microsoft Teams.
2. Click on Edit and you will be redirected to the manage page.
3. Navigate to the AI Agent tab.
4. Under Personal Chat, enable the toggle.
5. From the AI Agent dropdown, choose an AI Agent to respond to queries.
6. Toggle on or off the Reopen Conversation to configure the interval. When enabled, messages from the same user received within the configured time period will reopen the resolved conversation instead of creating a new one. The minimum duration for the reopening interval cannot be less than 5 minutes, and the maximum is 7 days.
7. Save the configuration.

Refer to the GIF below for more insights.

Once enabled, users can start a private conversation with the AI Agent in Microsoft Teams and receive responses based on the agent’s configured knowledge and capabilities. You can disable the AI Agent by toggling the Personal Chat button. If Personal Chat is disabled, users cannot interact with the AI Agent through one-to-one conversations in Microsoft Teams.

How to Use AI Agents in Microsoft Teams Personal Chat

Once an AI Agent is mapped to a personal chat:

1. Open the configured Microsoft Teams chat.
2. In personal chats: Ask your question directly without using a command or mention. Example: How do I configure single sign-on for a customer?
3. The AI Agent responds using its configured knowledge sources, API Actions, and MCP tools.

How to Map an AI Agent to a Microsoft Teams Channel

Channel AI Response enables an AI Agent to participate in Microsoft Teams channel conversations and provide answers based on its configured knowledge sources, API Actions, and MCP tools. By mapping a Teams channel to a specific AI Agent, users can interact with the agent directly within channel discussions and receive AI-powered assistance without leaving Microsoft Teams.

Follow the steps below to map an AI Agent to your Microsoft Teams channel.

1. Navigate to Admin > Marketplace > Microsoft Teams.
2. Click on Edit and you will be redirected to the manage page.
3. Select the AI Agent tab.
4. In the Channels section, click Map AI Agent to Channel.
5. Select the following:
   • Team
   • Channel
   • AI Agent. Use the Add/Modify AI Agents external link to manage AI agents.
6. Click Save.
   
   
   
   
   
   After the mapping is created, it will be displayed under the Active tab.

How to Use AI Agents in Microsoft Teams Channels

Once an AI Agent is mapped to a channel:

1. Open the configured Microsoft Teams channel.
2. Enter your question or request. In channels: Mention @BoldDesk followed by your question. Example: @BoldDesk How do I configure single sign-on for a customer?
3. The AI Agent responds using its configured knowledge sources, API Actions, and MCP tools.

This enables team members to access information and complete tasks directly within channel conversations.

Manage Channel Mappings

Administrators can manage AI Agent channel assignments from the Channels section. Available management actions include:

• Viewing active channel mappings.
• Searching configured mappings.
• Disabling channel mappings when no longer needed.
• Reviewing inactive mappings from the Inactive tab.

Searching Channel Mappings

This option allows you to search the mapped channels. Use the search option to easily navigate the mapped channels.

Editing Channel Mappings

Editing allows you to change the preferred team, channel, or AI Agent. To edit the mapped channel, click on the action icon in the particular mapped channel and select the edit option.

Deactivating Channel Mappings

You can temporarily pause channel mappings by utilizing the deactivate feature. To deactivate a mapped channel, click on the action icon in the particular mapped channel and select the deactivate option. You will be prompted to confirm the deactivation.

Activating Channel Mappings

The deactivated channel mappings are listed in the Inactive tab of the channel mapping listing page. To activate the deactivated mapped channel, click on the action icon in the particular mapped channel and select the activate option. You will be prompted to confirm the activation process.

Deleting Channel Mappings

Deleting channel mappings allows you to remove all the channel mappings that are no longer useful. To delete the mapped channel, click on the action icon in the particular mapped channel and select the delete option. Confirm the deletion process by clicking on Yes Delete when prompted. This action is permanent and can never be reversed.

Troubleshooting

AI Agent does not respond in a Teams channel

Verify:

• The Teams channel is mapped to an AI Agent and the mapping is Active.
• The AI Agent is mentioned in the channel conversation.
• The AI Agent is created, published, and configured with the required knowledge sources, API Actions, and/or MCP tools.

Users cannot use Personal Chat

Verify:

• Personal Chat is enabled.
• An AI Agent is selected for Personal Chat.
• The configuration is saved.

Reopen Conversation does not work as expected

Verify:

• Reopen Conversation is enabled.
• The configured interval is between 5 minutes and 7 days.
• The follow-up message is from the same user and within the configured interval after the conversation is resolved.

Frequently Asked Questions

1. Can multiple AI Agents be assigned to the same Microsoft Teams channel?
   No. Each Microsoft Teams channel can be mapped to only one AI Agent.

2. Can users chat directly with an AI Agent in Microsoft Teams?
   Yes. When Personal Chat is enabled, users can use one-on-one chat with the configured AI Agent.

3. What information can the AI Agent access in Microsoft Teams?
   The AI Agent can access only the knowledge sources, API Actions, and MCP tools configured for that AI Agent.

4. Can AI Agents perform actions in addition to answering questions?
   Yes, if configured. AI Agents can use configured API Actions and MCP tools to retrieve information, execute workflows, and complete supported tasks.

5. Can different Teams channels use different AI Agents?
   Yes. Each channel can be mapped to a different AI Agent.

6. What happens if Personal Chat is disabled?
   Users cannot interact with the AI Agent through one-on-one conversations in Microsoft Teams.

7. Is deleting a channel mapping reversible?
   No. Deleting a channel mapping is permanent and cannot be reversed.

8. Do unmapped Teams channels receive AI responses?
   No. Only mapped channels receive AI responses.

Related Articles

1. How to Integrate Microsoft Teams with BoldDesk
2. How to Configure the Microsoft Teams Channel Notifications