Microsoft Teams Channel Setup

Use this guide to connect Microsoft Teams to a Dawn workspace, configure the workspace app once, and bind the right Teams conversation to the right agent.

Before you start

• A Dawn workspace and at least one agent profile.
• A workspace owner who can configure Teams once for the workspace.
• A public HTTPS Dawn API URL reachable by Microsoft.
• If you use a custom app, access to the Microsoft / Entra app registration that will host the bot.

1) Choose the workspace Teams app

Teams is configured once per Dawn workspace. After that, the workspace can add as many Teams bindings as it needs.

1. Open Channels → Add channel → Microsoft Teams.

2. If no Teams app is configured yet, Dawn shows:

   • Standard Dawn App when your deployment exposes the official Teams app.
   • Custom app when you want a workspace-owned Microsoft app registration.

3. Only workspace owners can set up or change the workspace Teams app.

4. After the Teams app is configured, other workspace members can create Teams bindings.

2) Standard Dawn App

1. Select Standard Dawn App in Dawn.
2. Continue the setup flow for the workspace app.
3. If the wizard says the official app is unavailable for your deployment, switch to the custom app flow.
4. After the app is configured, continue to add Teams bindings.

3) Custom Teams app

1. Register the bot/application in Azure or Entra ID.
2. Create a client secret for that app registration.
3. In Dawn, select Custom app.
4. Enter the Microsoft App ID and Microsoft App password.
5. Save the app configuration in Dawn.
6. Copy the Event callback URL that Dawn shows and set your bot messaging endpoint to that exact URL.
7. Install the bot/app in the Team, channel, chat, or meeting you want Dawn to use.
8. Return to Dawn and continue to the Teams binding form.

4) Get the Teams scope ID

Dawn currently requires the raw Teams scope identifier. It does not yet provide a Teams conversation picker in the UI.

1. Install the bot/app in the Teams scope you want to bind.
2. Send one test message there.
3. Inspect the inbound Bot Framework activity payload or the bot logs.
4. Copy the identifier for the target conversation or channel and use it as the Dawn Teams scope ID.

Common examples look like 19:[email protected], but the exact value depends on the Teams surface. The binding must match the real identifier Microsoft sends for that scope.

5) Create the Teams binding

1. Open Channels → Add channel → Microsoft Teams again.
2. Enter the Teams scope ID.
3. Choose a trigger mode. Mention-driven behavior is the safest starting point in shared Teams conversations.
4. Set context mode according to whether Dawn should use recent discussion from that same Teams conversation.
5. Create the binding and assign it to the right agent.
6. Send a test message in Teams and confirm Dawn replies in the same conversation or scope.

How context works in Teams

• Dawn can use the Teams activities it actually receives in the same conversation as later context.
• This works best after the bot is already installed and the binding already exists.
• Dawn does not currently backfill older Teams messages it never received earlier.

Personal chats and linking

• Teams personal chats with Dawn are private conversations and can stay separate from shared Team or meeting bindings.
• If you want Dawn to recognize the same person in Teams and Dawn Web, start the link flow in the personal chat with /link [email protected].
• Use the shared binding model for team-visible channels, meetings, or other collaborative scopes.

Validation checklist

• A test message in the target Teams scope produces a reply in that same scope.
• The saved Teams scope ID still matches the intended conversation after refresh.
• The resulting conversation is visible in Dawn after the test message arrives.
• A follow-up message confirms whether your chosen context mode is behaving as intended.

Troubleshooting

• No inbound events: verify the messaging endpoint is the exact callback URL shown by Dawn and is reachable over HTTPS.
• 401 or token errors: confirm the Microsoft App ID and password are valid and belong to the app registration you installed.
• Events arrive but Dawn does not respond: the saved scope ID likely does not match the actual Teams conversation, or the binding is not assigned to an enabled agent.
• Context is missing: Teams only contributes messages Dawn actually saw after installation. There is no passive history backfill yet.
• Managers cannot configure Teams: this is expected. Only workspace owners can set up or change the workspace Teams app.

Check Teams channel binding configuration and report any missing credentials.

Verify Teams message delivery path and summarize failures.