Microsoft Teams Integration

By integrating Microsoft Teams with the Genuity platform, you can send alert notifications from the Genuity platform to channels of your choice using automated tasks. You can create tickets in your Genuity company from your channel and add your thread replies as comments to the tickets. Moreover, you can create a separate channel for each ticket and keep all conversations in a separate space, and all conversations will be added as comments to the tickets.

How to integrate Microsoft Teams channels

There are two ways to integrate Microsoft Teams Channels:

Integrate from the Genuity platform

If you have already integrated your channel with Genuity, you can skip this section and click here to explore the Microsoft Teams integration features.

Stick to the following steps to integrate Microsoft Teams with your company at Genuity:

Step 1 - Log in to Genuity.

Step 2 - Go to the helpdesk.
Step 3 - Click on the settings icon on the right side.

Step 4 - Scroll down the page and click on Connectors from the left navigation bar.

Step 5 - Click on the Show Connections button under the Microsoft Teams logo.

Step 6 - After clicking on the Show Connections button, you will see the Add to Teams button and a new page of Microsoft will open.

Step 7 - Log in using your Microsoft account credentials, and a page will open to ask for your consent on permissions.

Step 8 - Click on the Accept button, and it will take you back to the Genuity platform.

Step 9 - Once you are back on the Genuity page, a pop-up will appear. Select the Team and Channel where you want to integrate the Genuity platform.

Step 10 - After selecting Team and Channel, click on the Integrate button.

Once the integration is successful, you’ll see your connected channel along with its team name. You’ll also receive a welcome message from Genuity directly in your channel.

Step 11 - Along with the Welcome message, you will receive a success message that your workspace of Genuity has been successfully linked. Click on the Grant Access button, and it will take you to the Microsoft page.

Note: You must have an Administrator role to perform this step. If you don't have it, please contact your Administrator to do this.

A Microsoft page will open, prompting you to sign in. After you log in, you will see the permissions page. Click Accept to grant the required permissions.

Once the permissions are successfully granted, you will be redirected to the Microsoft Teams – Genuity integration documentation page. This confirms that the setup process is complete and that you have allowed the Genuity app to function fully.

You will also receive a confirmation message from Genuity in your integrated Teams channel indicating that the permissions have been granted.

You can now use all the features of the Genuity app.

Integrate from Microsoft Teams

If you have already integrated your channel with Genuity, you can skip this section and click here to explore the Microsoft Teams integration features.

NOTE: You must have been registered in a Genuity company with the same email you’re currently logged in to Teams to authorise.

Stick to the following steps to integrate Microsoft Teams with your company at Genuity:

Step 1 - Log in to your Microsoft Teams.

Step 2 - Go to Apps and search Genuity. You will see the Genuity app for Microsoft Teams. Click on it, and a modal will pop up.



Step 3 - Click on the Add button.

Step 4 - In the opened window, search for the channel where you want to install the Microsoft Teams Bot, select the channel, and click Go to install the app.

Step 6 - After the Genuity app of Microsoft Teams is successfully installed, an auto-generated welcome message will appear.

Step 7 - Click in the chat box and type @Genuity. When the Genuity icon appears, click on it. Three options will be displayed—select Link and post the message in the channel.

Step 8 - After you post the @Genuity link message, you will receive a message with an input field. Enter your company’s subdomain and click Next.

How can you get the subdomain of your company?
To get your company’s subdomain, log in to your Genuity company, and you will see the URL. Part of the URL starting after http:// till .gogenuity will be your company’s subdomain.

Step 9 - After entering the subdomain and clicking Next, select the company workspace where you want to integrate your Teams channel. Once selected, click Next again.

Step 10 - You will now receive a confirmation message indicating that the workspace has been linked. This message will include a Grant Access button.

Click Grant Access to continue. A Microsoft page will open and prompt you to sign in. After signing in, you will see the permissions page. Click Accept to grant the required permissions.

Note: You must have an Administrator role to perform this step. If you don't have it, please contact your Administrator to do this.

Step 11 - A Microsoft page will open, prompting you to sign in. After you log in, you will see the permissions page. Click Accept to grant the required permissions.

Once the permissions are successfully granted, you will be redirected to the Microsoft Teams – Genuity integration documentation page. This confirms that the setup process is complete and that you have allowed the Genuity app to function fully.

You will also receive a confirmation message from Genuity in your integrated Teams channel indicating that the permissions have been granted.

You can now use all the features of the Genuity app.

Features

After integrating Microsoft Teams channels, you will have access to the following features:

Send messages from Genuity automated tasks

You can create an automation to send a Microsoft Teams message. Select a trigger, then go to the Actions tab and click Continue.

On the Actions tab, select Send a Microsoft Teams Message, choose the channel, enter the message, and then create the automated task. If no Microsoft Teams channel is linked to your account, you will see a + Add to Microsoft Teams option. Click it and follow the integration steps described above.

Create a ticket with the actions

Once your channel is linked, click the plus (+) icon to create a ticket. Then, select Genuity from the dropdown to open the ticket creation form.

In the opened modal, fill out the compulsory fields to create the ticket in your company.

On mobile devices, tap the plus (+) icon next to the chat box. A list of apps will appear—select the Genuity app.

The ticket form will open. Complete the form and tap Create to create a ticket in Genuity.

Dedicated ticket conversation channels

You can create a separate dedicated channel for any ticket you receive in your integrated channel. All discussions in this dedicated channel will automatically be added as comments on the ticket. If anyone adds a comment to the ticket or updates its status from the Genuity platform, you will receive a notification in the dedicated channel. This dedicated channel will contain the full discussion and status update history for the ticket.

Once the ticket is created, it will appear in your integrated Teams channel. The ticket message will include a Start conversation button. Clicking this button will create a new, separate channel for the ticket.

After the new channel is created, the Genuity ticket will be posted there. If the ticket is assigned to other company users who also have Microsoft Teams accounts, they will be automatically added to the Team where the Genuity app is integrated. They will then be able to see all channels in that Team, including the integrated channel and any ticket-dedicated channels.

Any message posted in a ticket’s dedicated channel will automatically be added as a comment on the ticket.

For example, If you post a message in this channel or reply in a thread and then open the ticket page, you will see the message added as a comment.

You will see that the message has been added as a comment on the ticket.

All ticket comments will also be posted as replies in the ticket’s thread within the channel integrated with your Genuity workspace.

If you add a comment on the ticket from the Genuity platform or from the integrated channel, or if the ticket’s status is updated, you will receive a notification in the ticket’s dedicated channel.

And if you update the status of a ticket from the Genuity platform, the ticket message in the main integrated channel will also be updated to reflect the new status.

Create a ticket directly from Genuity Bot's direct messages

You can create a ticket from the Genuity Bot's direct message (DM). Go to the Genuity Bot DM and type Create Ticket. The bot will display a dialog box. Select the workspace linked with Genuity and click Next.

Add thread replies as a comment to Genuity tickets
You can also add thread replies as comments to the ticket using the Add Genuity Comment action from More actions.

On mobile devices, open the thread for the Genuity ticket and post your message. Then tap the three dots (•••) menu.

From the list of options, select Add Genuity Comment. Your message will be saved as a comment on the Genuity ticket.

Create a ticket from a message

You can create a ticket from a message using the Create Genuity Ticket from More actions.

On mobile devices, post a message and then tap the three dots (•••) next to it. A list of options will appear — select Create Genuity Ticket.

A ticket form will open. Fill out the form and tap Create. The ticket will be created shortly.

Easy channel unlinking from the company
You can easily unlink your team’s channel from your Genuity company. Just mention the Genuity Bot with the unlink action and click the Unlink Genuity button in the bot’s reply message.

Help Message

Genuity bot also provides help to its users with all the actions that can be performed by using the bot. You have to mention the bot with the help action.