Instructions for integrating MS Teams with CommunityWFM. There are three separate sections:

Azure set-up

Teams administration set-up and

Agent set-up.

After completing the agent set-up, CommunityWFM will be an app in Teams.

Once installed and configured, the Teams chat will receive notifications and messages (when Teams is selected as a notification channel). Agents may also enter the queries—

• Who: Displays agent information
• Version: Displays the current server version
• Schedule: Displays the schedule for this week

Azure set-up

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Note: Be sure to copy and save the MicrosoftAppID and CommunityBotSecret Value during this setup. You will need them later to complete the setup process.

1. Log in to Azure with an administrative level account.
2. Click Create a resource.
   
3. Search for Azure Bot.
   
   
4. On the Azure Bot tile, click Create and then click Azure Bot.
   

5. On the Create an Azure Bot page, enter the following:

   a. Bot handle: “CommunityBot”
   b. Subscription: choose the subscription to Azure that you wish to use.
   c. Resource group: select an existing resource group or create a new one.
   d. Data residency: select the location where your bot will be set up.
   e. Pricing: select the pricing tier you wish to use.
   f. Type of App: select Multi Tenant
   g. Creation type: select Create new Microsoft App ID
   

6. When finished, click Review + create.
7. Once created, navigate to the page by searching for it using the Bot handle “CommunityBot”.
8. On the summary page for CommunityBot select Channels.
   
9. In the Available Channels section select Microsoft Teams to add the channel for Teams.
10. On the Configure Microsoft Teams screen, click Apply at the bottom of the screen.
11. On the left-hand toolbar click Configuration.
12. On the configuration page, enter in the Messaging endpoint which is the URL for your Community server. It should look something like this: https://customer.communitywfm.com:443/CommunityTeamsAPI/messages
    
    It is important to include the port and highly recommended to use HTTPS, not HTTP. Change the fully qualified domain name (FQDN) to the customer’s FQDN.
    
13. On the configuration page, copy and save the “Microsoft App ID” as that will be needed later in the process.
14. Click Manage Password next to the Microsoft App ID.
15. On the “Certificates & Secrets” screen click New client secret.
16. Enter a description: “CommunityBotSecret”, select Custom for expires, and choose a date as far out as possible as that will be when the secret expires.
17. After creating the secret, copy and save the “Value.” You will need it later in the process and it is only visible right after creation.

Teams administration set-up

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To complete this process, you need access to the manifest.zip file downloaded during the CommunityWFM_Administrator Server setup. Contact your CommunityWFM project manager for access.

Teams Administrator: CommunityBot Setup

1. Log into Teams as an administrator.
2. On the left-hand tool bar, click on the ellipses … to launch the Apps menu.
3. Click More apps at the bottom.
   
4. Select Upload a custom app and then choose Upload for my org.
5. Navigate to the manifest.zip file then click Open.
6. This will add the CommunityBot app to the company and allow installation by users.
   

Agent set-up

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This provides instructions for agents to add CommunityBot to their Teams app.

Agents: CommunityBot Setup in Teams

1. Log into and launch Teams.
2. On the left-hand tool bar, click on the ellipses … to launch the Apps menu.
3. Click More apps at the bottom.
   
4. Select Built for your org and you should see the CommunityWFM logo TeamsConversationBot. Click that app.
   
5. This will launch a new window with details about the app. Click Add.