Microsoft Teams channel

Post-integration experience

After you complete the configuration, users in your organization can access the Alibaba Cloud Enterprise Support application in Microsoft Teams. Within the application, they can communicate with their Technical Account Manager (TAM) in real time, receive ticket notifications, and track service progress to enjoy a seamless, integrated support experience.

If you select the installation package with the bot notification feature, the system automatically sends a reminder to specified users when a new message appears in the web group chat application.

Preparations

2.1 Install the development environment

• Download and install Visual Studio Code (VS Code)

  Official website: https://code.visualstudio.com/

2.2 Install required extensions

• Install the Microsoft 365 Agents Toolkit extension in VS Code.

  (Search for it in the Extensions panel to install.)

2.3 Download and unzip the installation package

Two versions of the installation package are available. Select the one that fits your needs:

• Package 1 (with bot notification feature)

  • Use this package if you need real-time message notifications.

  • Enabling this feature requires a subscription to the Microsoft 365 B1 plan, which costs $54.75 per month. For specific billing details, see the Microsoft official documentation. Pricing is subject to change by Microsoft.

alibaba-cloud-customer-service.zip

• Package 2 (without bot notification feature)

  • Use this package if you only need the basic application features and do not require bot notifications.

alibaba-cloud-customer-service-no-bot.zip

2.4 Open the project folder

• In VS Code, click File > Open Folder and select the folder where you unzipped the installation package.

Deployment and configuration flow

3.1 Start the provision flow

• Open the Microsoft 365 Agents Toolkit extension panel from the Activity Bar on the left side of VS Code.

• Click the Provision button to begin deploying resources.

3.2 Log on to an administrator account

• When the logon window appears, log on with an account that has Microsoft 365 global administrative permissions.

3.3 Select or create a resource group

• In the configuration interface:

  • Select an existing resource group, or

  • Create a new resource group. Give it a clear name, such as TeamsApp-RG-Prod.

• This resource group hosts the Azure resources required for the application, such as the Bot Service (if applicable) and App Service.

3.4 Confirm and wait for the deployment to complete

• After you confirm the configuration, click Provision.

• The system automatically creates the required resources in the background. This process typically takes 5 to 10 minutes.

• When the deployment is complete, VS Code automatically generates a configuration file.

3.5 Obtain and submit configuration information

• After a successful deployment, locate the new settings.json file in the project's root directory.

• Open the file and copy all of its content.

• Log on to your value-added service management console. Paste the content into the designated configuration area and save.

Publish and distribute the application

4.1 Publish the Teams application

• Go to the following URL. Replace {teamsPublishedAppId} with your actual application ID.

https://admin.teams.microsoft.com/policies/manage-apps/{teamsPublishedAppId}

• Click the Publish button to publish the application to your organization.

4.2 Configure the application policy (ensure user visibility)

• By default, a newly published application does not automatically appear in the user's client.

• Go to: https://admin.teams.microsoft.com/policies/app-setup

• Edit an existing App Setup Policy or create a new one. Add your application to the Installed apps and Pinned apps lists.

• Assign the policy to the target users or apply it globally.

Configure the data location (for installation packages with the bot feature only)

1. Log on to the Microsoft 365 admin center:

   https://admin.microsoft.com

2. Navigate to:

   Settings > Org settings > Organization profile > Data location

   (Or go directly to:

   https://admin.cloud.microsoft/?#/Settings/OrganizationProfile/:/Settings/L1/DataLocation)

3. Check the Current Geography for Microsoft Teams. Examples include Asia Pacific, Europe, and North America.

4. Enter this value in the corresponding field in your value-added service management console. This ensures that the bot service aligns with your data location for compliance purposes.

If you have any other questions, contact your Alibaba Cloud Technical Account Manager (TAM) for assistance.