Microsoft Teams

Introduction

Unthread’s Microsoft Teams integration lets you connect selected Teams channels to Unthread so messages can be tracked, triaged, and replied to from Unthread. Teams conversations can also be routed to Slack for internal collaboration when configured.

This feature is currently in beta and actively being developed. If you have feedback or suggestions, please let us know.

Feature Overview

Conversation Tracking

• Connect selected Microsoft Teams channels to Unthread
• New messages in connected Teams channels can create new tracked conversations
• Respond from Slack or from the Unthread web dashboard
• Replies are sent back into the original Teams channel
• Use Unthread workflows such as triage, SLAs, assignments, autoresponders, and AI-assisted replies

Slack Routing

• Teams conversations can optionally be posted to a designated Slack channel for internal visibility
• Internal teams can discuss and respond from Slack when Slack routing is enabled

Attachments

• Attachments are supported for common Teams-to-Unthread and Unthread-to-Teams flows
• Some file behavior may depend on Microsoft Teams, Slack, and tenant file-access settings

Installation

Setting up Microsoft Teams requires both a service account and, for channel setup, a connected personal account.

1. In Unthread, go to Settings → Microsoft Teams.
2. Under Step 1: Service Account, click Connect Service Account.
3. Sign in with a dedicated Microsoft 365 user that will act as the Unthread bot/service account.
4. If prompted, have a Microsoft administrator approve the requested permissions.
5. Under Step 2: Your Personal Account, click Connect Personal Account.
6. Sign in with your own Microsoft account. This account is used to discover channels and help add the service account to selected Teams channels.
7. Go to the Microsoft Teams channel connection flow and select the Teams channels you want to connect.
8. Optionally configure a Slack channel where Teams conversations should be posted for internal collaboration.

After setup, messages from connected Teams channels can be tracked in Unthread, and replies from Unthread or Slack can be sent back to the original Teams channel.

How Microsoft Teams Permissions Work

Unthread uses Microsoft Graph permissions for Teams channel workflows. Microsoft separates Teams channel messages from 1:1 and group chat messages:

• Teams channel messages use ChannelMessage permissions
• 1:1 and group chat messages use Chat and ChatMessage permissions

Unthread’s Teams channel integration is designed for Teams channels, not Microsoft Teams direct messages or group chats.

Current Limitations

• Microsoft Teams direct messages and group chats are not supported. The integration works for Teams channels only.
• Some externally hosted shared channels may not be available, depending on Microsoft Graph access and tenant ownership.
• Some formatting may not be preserved exactly when messages are forwarded between Teams, Slack, and Unthread.
• The Teams service account must have a valid Microsoft 365 / Teams license.

Troubleshooting

I cannot approve the Microsoft permissions

A Microsoft administrator may need to approve the integration before setup can continue. After approval, return to Unthread and reconnect the relevant Microsoft Teams account.

I cannot see the Teams channel I want to connect

Confirm that:

• Your personal Microsoft account has access to the team/channel
• The channel belongs to a Microsoft tenant that can grant Unthread access
• For private or shared channels, your account has sufficient permissions to access or manage the channel

Messages are not being received from a connected Teams channel

Confirm that:

• The Teams service account is still connected in Unthread
• The service account has a valid Microsoft 365 / Teams license
• The service account is a member of the selected team/channel
• At least one connected user has sufficient Teams permissions to add the service account to private/shared channels