{"id":37642,"date":"2026-10-23T10:24:55","date_gmt":"2026-10-23T10:24:55","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&#038;p=37642"},"modified":"2026-10-23T10:39:58","modified_gmt":"2026-10-23T10:39:58","slug":"microsoft-teams-ai-agent-setup-guide","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/microsoft-teams-ai-agent-setup-guide\/","title":{"rendered":"How to Setup Desk365 AI Agent in Microsoft Teams"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"37642\" class=\"elementor elementor-37642\" data-elementor-post-type=\"docs\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e305a8e e-flex e-con-boxed e-con e-parent\" data-id=\"e305a8e\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d16add9 elementor-widget elementor-widget-template\" data-id=\"d16add9\" data-element_type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"35523\" class=\"elementor elementor-35523\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9dbc061 e-flex e-con-boxed e-con e-parent\" data-id=\"9dbc061\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4e5d324 elementor-widget elementor-widget-html\" data-id=\"4e5d324\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div style=\"display:inline-flex; align-items:center; gap:12px; padding:10px 16px; border:1px solid #D3D5E2; border-radius:10px; font-family:Roboto, sans-serif; font-size:18px; color:#444963; background:#ffffff;\">\n<span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Available with:<\/span>\n<span style=\"display:inline-flex; align-items:center; gap:8px;\">\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n<circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n<path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n<span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Plus<\/span>\n<\/span>\n<span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n<span style=\"display:inline-flex; align-items:center; gap:8px;\">\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n<circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n<path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n<span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Premium<\/span>\n<\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-34d8202 elementor-widget elementor-widget-video\" data-id=\"34d8202\" data-element_type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/youtu.be\\\/TnEtRBz9zww&quot;,&quot;video_type&quot;:&quot;youtube&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-wrapper elementor-open-inline\">\n\t\t\t<div class=\"elementor-video\"><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5d03aa8 elementor-widget elementor-widget-text-editor\" data-id=\"5d03aa8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">The Desk365 AI Agent lets support agents and contacts get support directly from Microsoft Teams. They can ask questions, find answers from your Knowledge Base, create support tickets, and receive ticket updates without leaving Teams.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Before getting into how to setup Desk365 AI Agent in Microsoft Teams, make sure you have completed the <\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/ai-agent-setup-guide\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Desk365 AI Agent Setup Guide<\/span><\/a><span data-contrast=\"auto\">. This guide covers the AI Agent configuration you need to complete in Desk365.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Once that setup is complete, follow the steps below to make the AI Agent available in Microsoft Teams.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Before you begin, make sure you have:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">An active Desk365 account with the AI Agent enabled.<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Microsoft Teams administrator permissions if your organization manages Teams apps centrally.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a8b3f12 elementor-widget elementor-widget-heading\" data-id=\"a8b3f12\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Step 1 - Configure who can access the AI Agent <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d1cd160 elementor-widget elementor-widget-text-editor\" data-id=\"d1cd160\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">You can control who can use the AI Agent in Microsoft Teams by configuring the Teams AI Agent Allowed Domains in Desk365.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Only contacts whose email addresses match an Allowed Domain will be able to access and use the AI Agent.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">To add an Allowed Domain in Desk365:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Go to <strong>Settings &gt; Admin &gt; Helpdesk Settings.<\/strong><\/span><strong>\u00a0<\/strong><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Find\u00a0Teams AI\u00a0Agent\u00a0Allowed Domains.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Enter the email domain or domains you want to allow. For example: rtxsolutions.com, contoso.com, and fabrikam.com<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Click Save.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2c4db7e elementor-widget elementor-widget-image\" data-id=\"2c4db7e\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"487\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/teams-ai-agent-allowed-domains-desk365-1024x487.webp\" class=\"attachment-large size-large wp-image-37654\" alt=\"teams-ai-agent-allowed-domains-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/teams-ai-agent-allowed-domains-desk365-1024x487.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/teams-ai-agent-allowed-domains-desk365-300x143.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/teams-ai-agent-allowed-domains-desk365-768x365.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/teams-ai-agent-allowed-domains-desk365-1536x730.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/teams-ai-agent-allowed-domains-desk365.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9f45985 elementor-widget elementor-widget-text-editor\" data-id=\"9f45985\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Only\u00a0contacts\u00a0whose email addresses match one of the configured domains will be able to interact with the Teams AI Agent.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">If multiple Desk365 helpdesks are configured with the same email domain, the Teams AI Agent uses the\u00a0subdomain\u00a0of the helpdesk\u00a0to route requests to the\u00a0appropriate helpdesk.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1190f25 elementor-widget elementor-widget-heading\" data-id=\"1190f25\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Step 2 - Add \u2018Desk365 AI Agent\u2019 to Microsoft Teams <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-34c8614 elementor-widget elementor-widget-text-editor\" data-id=\"34c8614\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">The Desk365 AI Agent is available as an app in Microsoft Teams.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">You can either let\u00a0contacts\u00a0add the app themselves or deploy it for\u00a0contacts\u00a0through the Microsoft Teams Admin Center.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2eb21d6 elementor-widget elementor-widget-heading\" data-id=\"2eb21d6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">1. Let contacts add the AI Agent themselves <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0733a60 elementor-widget elementor-widget-text-editor\" data-id=\"0733a60\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">If your organization&#8217;s Teams policies allow\u00a0contacts\u00a0to install apps:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Open Microsoft Teams.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Select Apps.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Search for Desk365 AI Agent.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Select the app.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Click Add.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-22122d7 elementor-widget elementor-widget-image\" data-id=\"22122d7\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"481\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/selecting-desk365-ai-agent-in-microsoft-teams-1024x481.webp\" class=\"attachment-large size-large wp-image-38225\" alt=\"selecting-desk365-ai-agent-in-microsoft-teams\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/selecting-desk365-ai-agent-in-microsoft-teams-1024x481.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/selecting-desk365-ai-agent-in-microsoft-teams-300x141.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/selecting-desk365-ai-agent-in-microsoft-teams-768x361.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/selecting-desk365-ai-agent-in-microsoft-teams-1536x721.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/selecting-desk365-ai-agent-in-microsoft-teams.webp 1917w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8cc7f65 elementor-widget elementor-widget-text-editor\" data-id=\"8cc7f65\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">The AI Agent will then be available to that user in Teams.<\/span><span data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">If\u00a0contacts\u00a0cannot find or add the app, your organization&#8217;s Teams administrator may have restricted third-party apps. In that case, the administrator needs to allow and deploy the AI Agent.<\/span><span data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0a60361 elementor-widget elementor-widget-heading\" data-id=\"0a60361\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">2. Customize the Desk365 AI Agent <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f2adf6f elementor-widget elementor-widget-text-editor\" data-id=\"f2adf6f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Before deploying the AI Agent to your contacts, you can customize how it appears in Microsoft Teams. This helps your contacts recognize the AI Agent and understand what it is used for.<\/span><span data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p data-pm-slice=\"1 1 []\">To customize the Desk365 AI Agent:<\/p><ul><li>Sign in to the <a href=\"https:\/\/admin.teams.microsoft.com\/\" target=\"_blank\" rel=\"noopener\">Microsoft Teams Admin Center<\/a>.<\/li><li>Go to <strong>Teams apps &gt; Manage apps<\/strong>.<\/li><li>Search for and select <strong>Desk365 AI Agent<\/strong>.<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b18f3ba elementor-widget elementor-widget-image\" data-id=\"b18f3ba\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"589\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/locating-desk365-teams-ai-agent-in-microsoft-teams-admin-center-1024x589.webp\" class=\"attachment-large size-large wp-image-38230\" alt=\"locating-desk365-teams-ai-agent-in-microsoft-teams-admin-center\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/locating-desk365-teams-ai-agent-in-microsoft-teams-admin-center-1024x589.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/locating-desk365-teams-ai-agent-in-microsoft-teams-admin-center-300x173.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/locating-desk365-teams-ai-agent-in-microsoft-teams-admin-center-768x442.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/locating-desk365-teams-ai-agent-in-microsoft-teams-admin-center-1536x884.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/locating-desk365-teams-ai-agent-in-microsoft-teams-admin-center-380x220.webp 380w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/locating-desk365-teams-ai-agent-in-microsoft-teams-admin-center.webp 1850w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-146de31 elementor-widget elementor-widget-text-editor\" data-id=\"146de31\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li>Open <strong>Settings and Customization<\/strong>.<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b5acc93 elementor-widget elementor-widget-image\" data-id=\"b5acc93\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"570\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/settings-and-customization-option-for-the-microsoft-teams-ai-agent-e1792751660167-1024x570.webp\" class=\"attachment-large size-large wp-image-38232\" alt=\"settings-and-customization-option-for-the-microsoft-teams-ai-agent\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/settings-and-customization-option-for-the-microsoft-teams-ai-agent-e1792751660167-1024x570.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/settings-and-customization-option-for-the-microsoft-teams-ai-agent-e1792751660167-300x167.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/settings-and-customization-option-for-the-microsoft-teams-ai-agent-e1792751660167-768x428.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/settings-and-customization-option-for-the-microsoft-teams-ai-agent-e1792751660167-1536x855.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/settings-and-customization-option-for-the-microsoft-teams-ai-agent-e1792751660167.webp 1832w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-84c7de1 elementor-widget elementor-widget-text-editor\" data-id=\"84c7de1\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">You can customize the following:<\/span><span data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Name:\u00a0<\/span><\/b><span data-contrast=\"auto\">Enter the name you want contacts to see for the AI Agent.<\/span><span data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Short description:\u00a0<\/span><\/b><span data-contrast=\"auto\">Add a brief description of the AI Agent. This appears alongside the app and gives contacts a quick idea of what it does.<\/span><span data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Long description:\u00a0<\/span><\/b><span data-contrast=\"auto\">Add more details about the AI Agent and how contacts can use it for support.<\/span><span data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Small icon:<\/span><\/b><span data-contrast=\"auto\">\u00a0Upload an icon that\u00a0represents\u00a0the AI Agent. This icon is used in places where a smaller app image is displayed.<\/span><span data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Large icon:\u00a0<\/span><\/b><span data-contrast=\"auto\">Upload a larger version of the icon for places where a larger app image is displayed.<\/span><span data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Accent color<\/span><\/b><span data-contrast=\"auto\">: Choose an accent color for the AI Agent to match your organization&#8217;s branding.<\/span><span data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-486e168 elementor-widget elementor-widget-image\" data-id=\"486e168\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"598\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/customizing-desk365-ai-agent-e1792751713349-1024x598.webp\" class=\"attachment-large size-large wp-image-38234\" alt=\"customizing-desk365-ai-agent\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/customizing-desk365-ai-agent-e1792751713349-1024x598.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/customizing-desk365-ai-agent-e1792751713349-300x175.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/customizing-desk365-ai-agent-e1792751713349-768x448.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/customizing-desk365-ai-agent-e1792751713349-1536x896.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/customizing-desk365-ai-agent-e1792751713349.webp 1837w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9f7a90d elementor-widget elementor-widget-text-editor\" data-id=\"9f7a90d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li>Click <strong>Apply<\/strong> to save your changes.<\/li><\/ul><p>Once you&#8217;ve customized the AI Agent, you can continue with the deployment steps below to make it available to your contacts.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9f6bc64 elementor-widget elementor-widget-heading\" data-id=\"9f6bc64\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">3. Deploy the AI Agent for your organization <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-90b8442 elementor-widget elementor-widget-text-editor\" data-id=\"90b8442\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">If you want to make the AI Agent available to multiple contacts, your Teams administrator can deploy it through the Teams Admin Center.<\/span><span data-ccp-props=\"{}\"> To deploy the AI Agent:<\/span><\/p><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Sign in to the Microsoft Teams Admin Center.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Go to Teams apps &gt; Manage apps.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Search for and select the Desk365 AI Agent.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\">Open the <strong>Users and groups<\/strong> tab.<\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\">Click <strong>Install app<\/strong>.<\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\">Under <strong>Install to<\/strong>, select one of the following options:<br \/><strong>&#8211; Everyone:<\/strong> Install the AI Agent for everyone in your organization, including guests and external users.<br \/><strong>&#8211; Specific users or groups:<\/strong> Install the AI Agent only for selected users or groups.<br \/><strong>&#8211; No one:<\/strong> Do not install the AI Agent for anyone.<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8547a1d elementor-widget elementor-widget-image\" data-id=\"8547a1d\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"591\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/installing-the-microsoft-teams-ai-agent-to-specific-users-and-groups-e1792751744663-1024x591.webp\" class=\"attachment-large size-large wp-image-38237\" alt=\"installing-the-microsoft-teams-ai-agent-to-specific-users-and-groups\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/installing-the-microsoft-teams-ai-agent-to-specific-users-and-groups-e1792751744663-1024x591.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/installing-the-microsoft-teams-ai-agent-to-specific-users-and-groups-e1792751744663-300x173.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/installing-the-microsoft-teams-ai-agent-to-specific-users-and-groups-e1792751744663-768x443.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/installing-the-microsoft-teams-ai-agent-to-specific-users-and-groups-e1792751744663-1536x887.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/installing-the-microsoft-teams-ai-agent-to-specific-users-and-groups-e1792751744663-380x220.webp 380w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/installing-the-microsoft-teams-ai-agent-to-specific-users-and-groups-e1792751744663.webp 1848w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-85b792f elementor-widget elementor-widget-text-editor\" data-id=\"85b792f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW18251793 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW18251793 BCX0\">You can first deploy the AI Agent to a small group of\u00a0<\/span><span class=\"NormalTextRun SCXW18251793 BCX0\">contacts<\/span><span class=\"NormalTextRun SCXW18251793 BCX0\">\u00a0and test it before making it available to everyone.<\/span><\/span><span class=\"EOP Selected SCXW18251793 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-248398d elementor-widget elementor-widget-heading\" data-id=\"248398d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Step 3 - Grant admin consent for the AI Agent permissions<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a511458 elementor-widget elementor-widget-text-editor\" data-id=\"a511458\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Before contacts can use the Desk365 AI Agent, your Microsoft Teams administrator needs to review and grant admin consent for the permissions the app requires. Admin consent lets the AI Agent sign contacts in and identify them when they start a conversation in Teams.<\/p><p>To review and grant admin consent:<\/p><ul><li>Sign in to the Microsoft Teams Admin Center.<\/li><li>Go to Teams apps &gt; Manage apps.<\/li><li>Search for and select Desk365 AI Agent.<\/li><li>Open the Permissions tab.<\/li><li>Review the permissions listed under Required permissions.<\/li><li>Click Grant admin consent.<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c03299 elementor-widget elementor-widget-image\" data-id=\"8c03299\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"597\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/granting-permissions-desk365-ai-agent-1024x597.webp\" class=\"attachment-large size-large wp-image-38251\" alt=\"\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/granting-permissions-desk365-ai-agent-1024x597.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/granting-permissions-desk365-ai-agent-300x175.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/granting-permissions-desk365-ai-agent-768x447.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/granting-permissions-desk365-ai-agent-1536x895.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/granting-permissions-desk365-ai-agent.webp 1857w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4630709 elementor-widget elementor-widget-heading\" data-id=\"4630709\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Step 4 - Pin the AI Agent for contacts <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fde3d4f elementor-widget elementor-widget-text-editor\" data-id=\"fde3d4f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">If you want\u00a0contacts\u00a0to have quick access to support, you can pin the Desk365 AI Agent in Teams.<\/span><\/p><p data-pm-slice=\"1 1 []\">You can use app setup policies in the Microsoft Teams Admin Center to automatically install and pin the Desk365 AI Agent for contacts.<\/p><ul><li>Go to Teams apps &gt; Setup policies in the Microsoft Teams Admin Center<\/li><li>Select Global (Org-wide default) or create a custom policy for specific users or groups<\/li><li>Under Installed apps, click Add apps, search for Desk365 AI Agent, and add it<\/li><li>Under Pinned apps, click Add apps, search for Desk365 AI Agent, and add it<\/li><li>Arrange the app in the desired position on the Teams app bar, then click Save<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7b7e6e7 elementor-widget elementor-widget-image\" data-id=\"7b7e6e7\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"595\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/how-to-pin-desk365-ai-agent-in-microsoft-teams-e1792751783396-1024x595.webp\" class=\"attachment-large size-large wp-image-38243\" alt=\"how-to-pin-desk365-ai-agent-in-microsoft-teams\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/how-to-pin-desk365-ai-agent-in-microsoft-teams-e1792751783396-1024x595.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/how-to-pin-desk365-ai-agent-in-microsoft-teams-e1792751783396-300x174.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/how-to-pin-desk365-ai-agent-in-microsoft-teams-e1792751783396-768x447.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/how-to-pin-desk365-ai-agent-in-microsoft-teams-e1792751783396-1536x893.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/how-to-pin-desk365-ai-agent-in-microsoft-teams-e1792751783396-380x220.webp 380w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/10\/how-to-pin-desk365-ai-agent-in-microsoft-teams-e1792751783396.webp 1840w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-00e4428 elementor-widget elementor-widget-text-editor\" data-id=\"00e4428\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Once pinned,\u00a0contacts\u00a0can access the AI Agent directly from the Teams app bar instead of searching for it.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span class=\"TextRun SCXW140744532 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW140744532 BCX0\"><em><strong>Note<\/strong><\/em>:<\/span><\/span><span class=\"TextRun SCXW140744532 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW140744532 BCX0\">\u00a0You\u00a0<\/span><span class=\"NormalTextRun SCXW140744532 BCX0\">don&#8217;t<\/span><span class=\"NormalTextRun SCXW140744532 BCX0\">\u00a0need to upload a separate app package for the Desk365 AI Agent. The AI Agent is available directly through the Microsoft Teams app experience.<\/span><\/span><span class=\"EOP Selected SCXW140744532 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f180779 elementor-widget elementor-widget-heading\" data-id=\"f180779\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Step 5 -  Start using the AI Agent in Microsoft Teams <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c55219 elementor-widget elementor-widget-text-editor\" data-id=\"8c55219\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Once the Desk365 AI Agent is available to you, open it from Microsoft Teams and start a conversation.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">You can interact with the AI Agent just like you would with a support assistant.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Ask questions<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Type your question in the chat.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">For example:<\/span> I have an issue regarding integration.<\/p><p><span class=\"TextRun SCXW59176140 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW59176140 BCX0\">The AI Agent searches the Knowledge Base configured for your AI Agent and\u00a0<\/span><span class=\"NormalTextRun SCXW59176140 BCX0\">provides<\/span><span class=\"NormalTextRun SCXW59176140 BCX0\">\u00a0an answer based on your organization&#8217;s support information.<\/span><\/span><span class=\"EOP Selected SCXW59176140 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-230f941 elementor-widget elementor-widget-image\" data-id=\"230f941\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"591\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-answering-a-question-based-on-a-knowledge-base-article-1024x591.webp\" class=\"attachment-large size-large wp-image-37658\" alt=\"Desk365 Teams AI Agent answering a question based on a knowledge base article\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-answering-a-question-based-on-a-knowledge-base-article-1024x591.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-answering-a-question-based-on-a-knowledge-base-article-300x173.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-answering-a-question-based-on-a-knowledge-base-article-768x443.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-answering-a-question-based-on-a-knowledge-base-article-1536x887.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-answering-a-question-based-on-a-knowledge-base-article-380x220.webp 380w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-answering-a-question-based-on-a-knowledge-base-article.webp 1827w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fc4b9ee elementor-widget elementor-widget-text-editor\" data-id=\"fc4b9ee\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW148958931 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW148958931 BCX0\">This means\u00a0<\/span><span class=\"NormalTextRun SCXW148958931 BCX0\">contacts\u00a0<\/span><span class=\"NormalTextRun SCXW148958931 BCX0\">can get help without opening the Desk365\u00a0<\/span><span class=\"NormalTextRun SCXW148958931 BCX0\">Support P<\/span><span class=\"NormalTextRun SCXW148958931 BCX0\">ortal or searching through Knowledge Base articles themselves.<\/span><\/span><span class=\"EOP Selected SCXW148958931 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7f6deee elementor-widget elementor-widget-heading\" data-id=\"7f6deee\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Create a support ticket <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-20b6fdc elementor-widget elementor-widget-text-editor\" data-id=\"20b6fdc\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW51024922 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW51024922 BCX0\">If the AI Agent cannot resolve an issue, it can help the <\/span><span class=\"NormalTextRun SCXW51024922 BCX0\">contact\u00a0<\/span><span class=\"NormalTextRun SCXW51024922 BCX0\">create a support ticket.<\/span><\/span><span class=\"EOP Selected SCXW51024922 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span class=\"TextRun SCXW166716464 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW166716464 BCX0\">Contacts\u00a0<\/span><span class=\"NormalTextRun SCXW166716464 BCX0\">can simply describe their issue in the conversation. The AI Agent can collect the required information<\/span><span class=\"NormalTextRun SCXW166716464 BCX0\">, draft a ticket for review,<\/span><span class=\"NormalTextRun SCXW166716464 BCX0\"> and create <\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW166716464 BCX0\">the<\/span><span class=\"NormalTextRun SCXW166716464 BCX0\">\u00a0ticket for the support team.<\/span><\/span><span class=\"EOP Selected SCXW166716464 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-51236e7 elementor-widget elementor-widget-image\" data-id=\"51236e7\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"595\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-creating-a-support-ticket-1024x595.webp\" class=\"attachment-large size-large wp-image-37659\" alt=\"Desk365 Teams AI Agent creating a support ticket\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-creating-a-support-ticket-1024x595.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-creating-a-support-ticket-300x174.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-creating-a-support-ticket-768x447.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-creating-a-support-ticket-1536x893.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-creating-a-support-ticket-380x220.webp 380w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-creating-a-support-ticket.webp 1840w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-889dd1c elementor-widget elementor-widget-text-editor\" data-id=\"889dd1c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW93367083 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW93367083 BCX0\">The AI Agent can ask for\u00a0<\/span><span class=\"NormalTextRun SCXW93367083 BCX0\">additional<\/span><span class=\"NormalTextRun SCXW93367083 BCX0\">\u00a0information when needed before creating the ticket.<\/span><\/span><span class=\"EOP Selected SCXW93367083 BCX0\" data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span class=\"TextRun SCXW68342034 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW68342034 BCX0\">Contacts\u00a0<\/span><span class=\"NormalTextRun SCXW68342034 BCX0\">can also create a ticket using a customizable ticket form when more structured information is\u00a0<\/span><span class=\"NormalTextRun SCXW68342034 BCX0\">required<\/span><span class=\"NormalTextRun SCXW68342034 BCX0\">. The form can include custom fields and allow\u00a0<\/span><span class=\"NormalTextRun SCXW68342034 BCX0\">contacts\u00a0<\/span><span class=\"NormalTextRun SCXW68342034 BCX0\">to add file attachments.<\/span><\/span><span class=\"EOP Selected SCXW68342034 BCX0\" data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9c36522 elementor-widget elementor-widget-image\" data-id=\"9c36522\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"593\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-creating-a-support-ticket-via-a-customizable-ticket-form-1024x593.png\" class=\"attachment-large size-large wp-image-37681\" alt=\"Desk365 Teams AI Agent creating a support ticket via a customizable ticket form\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-creating-a-support-ticket-via-a-customizable-ticket-form-1024x593.png 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-creating-a-support-ticket-via-a-customizable-ticket-form-300x174.png 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-creating-a-support-ticket-via-a-customizable-ticket-form-768x445.png 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-creating-a-support-ticket-via-a-customizable-ticket-form-1536x889.png 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-creating-a-support-ticket-via-a-customizable-ticket-form-380x220.png 380w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/Desk365-Teams-AI-Agent-creating-a-support-ticket-via-a-customizable-ticket-form.png 1648w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7f44f71 elementor-widget elementor-widget-heading\" data-id=\"7f44f71\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Get ticket updates in Teams <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c4c046f elementor-widget elementor-widget-text-editor\" data-id=\"c4c046f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">After a ticket is created,\u00a0contacts\u00a0can receive important updates directly\u00a0in\u00a0Microsoft Teams.\u00a0Updates include:<\/span><span data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Ticket creation<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Replies from support agents<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Status changes<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Ticket assignments<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Approval requests<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Customer satisfaction surveys<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-455253f elementor-widget elementor-widget-image\" data-id=\"455253f\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"930\" height=\"318\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/desk365-teams-ai-agent-notifications.webp\" class=\"attachment-large size-large wp-image-37680\" alt=\"desk365-teams-ai-agent-notifications\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/desk365-teams-ai-agent-notifications.webp 930w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/desk365-teams-ai-agent-notifications-300x103.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2026\/08\/desk365-teams-ai-agent-notifications-768x263.webp 768w\" sizes=\"(max-width: 930px) 100vw, 930px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-927e1ae elementor-widget elementor-widget-text-editor\" data-id=\"927e1ae\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Contacts\u00a0can also respond to approval requests and complete satisfaction surveys directly from Teams.<\/span><span data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">This means they can stay updated on their support requests without switching to another application.<\/span><span data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1476def elementor-widget elementor-widget-heading\" data-id=\"1476def\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Get better answers from the AI Agent <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6411431 elementor-widget elementor-widget-text-editor\" data-id=\"6411431\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">The AI Agent uses your Desk365 Knowledge Base to answer contacts&#8217; questions. Keeping your Knowledge Base accurate and up to date helps contacts get more useful answers.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Your support team can use Desk365&#8217;s other AI features to\u00a0maintain\u00a0and improve your Knowledge Base and ticket responses.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">For example,\u00a0<\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/generate-kb-article-from-ticket\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Generate KB Article from Ticket<\/span><\/a><span data-contrast=\"auto\">\u00a0can help turn useful information from resolved tickets into Knowledge Base articles.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">You can also use\u00a0<\/span><a href=\"https:\/\/help.desk365.io\/en\/articles\/ai-copilot\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">AI Copilot<\/span><\/a><span data-contrast=\"auto\">\u00a0to help your support team work with tickets and Knowledge Base content.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Other useful AI features include:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><a href=\"https:\/\/help.desk365.io\/en\/articles\/summarize-ticket-using-ai\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Summarize Ticket using AI<\/span><\/a><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><a href=\"https:\/\/help.desk365.io\/en\/articles\/draft-with-ai\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Draft with AI<\/span><\/a><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d0f6000 elementor-widget elementor-widget-heading\" data-id=\"d0f6000\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">AI Agent and AI Copilot: What's the difference? <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f4b4659 elementor-widget elementor-widget-text-editor\" data-id=\"f4b4659\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">If\u00a0you&#8217;re\u00a0using both features, the simplest way to think about them is:<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\"><strong>AI Agent<\/strong> helps your\u00a0contacts.\u00a0It interacts with employees and customers, answers their questions, and helps them create and track support requests.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\"><strong>AI Copilot<\/strong> helps your support team.\u00a0It helps\u00a0support\u00a0agents work more efficiently with tickets, responses, and Knowledge Base content.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">Once the Microsoft Teams setup is complete, contacts can access Desk365 support without leaving Teams.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">They can ask questions, get answers from your Knowledge Base, create support tickets, add attachments, and stay updated on their requests,\u00a0all from one place.<\/span><span data-ccp-props=\"{&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-88d877a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"88d877a\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a1486c2\" data-id=\"a1486c2\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a903e80 elementor-widget elementor-widget-heading\" data-id=\"a903e80\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Troubleshooting<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d422b22 pricing__faq elementor-widget elementor-widget-toggle\" data-id=\"d422b22\" data-element_type=\"widget\" data-widget_type=\"toggle.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-toggle\">\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-2221\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-2221\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">The AI Agent isn't visible in Microsoft Teams  <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-2221\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-2221\"><p><span data-contrast=\"auto\">Check with your Teams administrator to make sure Desk365 AI Agent is allowed and deployed for your user or group.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">If your organization restricts third-party apps, the administrator may need to update the relevant Teams app policies.<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-2222\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-2222\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">A user can see the AI Agent but cannot access it  <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-2222\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-2222\"><p><span class=\"TextRun SCXW136088283 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW136088283 BCX0\">Check the Support Bot Allowed Domains setting in Desk365. Go to<\/span><span class=\"NormalTextRun SCXW136088283 BCX0\">\u00a0<\/span><span class=\"NormalTextRun SCXW136088283 BCX0\">Settings &gt; Admin &gt; Helpdesk Settings &gt; Support Bot Allowed Domains\u00a0<\/span><span class=\"NormalTextRun SCXW136088283 BCX0\">and m<\/span><span class=\"NormalTextRun SCXW136088283 BCX0\">ake sure the user&#8217;s email domain has been added to the list.\u00a0<\/span><\/span><span class=\"EOP Selected SCXW136088283 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-toggle-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-2223\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-2223\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon elementor-toggle-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-toggle-icon-opened\"><svg class=\"elementor-toggle-icon-opened e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-toggle-title\" tabindex=\"0\">The AI Agent isn't giving the expected answers  <\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div id=\"elementor-tab-content-2223\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-2223\"><p><span class=\"TextRun SCXW181429438 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW181429438 BCX0\">Make sure the relevant information is available in the Knowledge Base configured for your AI Agent<\/span><span class=\"NormalTextRun SCXW181429438 BCX0\">.\u00a0<\/span><span class=\"NormalTextRun SCXW181429438 BCX0\">\u00a0<\/span><span class=\"NormalTextRun SCXW181429438 BCX0\">You can review the AI Agent configuration in the\u00a0<\/span><\/span><a class=\"Hyperlink SCXW181429438 BCX0\" href=\"https:\/\/help.desk365.io\/en\/articles\/ai-agent-setup-guide\/\" target=\"_blank\" rel=\"noopener\"><span class=\"TextRun Underlined SCXW181429438 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW181429438 BCX0\" data-ccp-charstyle=\"Hyperlink\">AI Agent Setup Guide<\/span><\/span><\/a><span class=\"TextRun SCXW181429438 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW181429438 BCX0\">.<\/span><\/span><span class=\"EOP Selected SCXW181429438 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<script type=\"application\/ld+json\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@type\":\"FAQPage\",\"mainEntity\":[{\"@type\":\"Question\",\"name\":\"The AI Agent isn't visible in Microsoft Teams\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span data-contrast=\\\"auto\\\">Check with your Teams administrator to make sure Desk365 AI Agent is allowed and deployed for your user or group.\\u00a0<\\\/span><span data-ccp-props=\\\"{}\\\">\\u00a0<\\\/span><\\\/p><p><span data-contrast=\\\"auto\\\">If your organization restricts third-party apps, the administrator may need to update the relevant Teams app policies.<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"A user can see the AI Agent but cannot access it\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW136088283 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW136088283 BCX0\\\">Check the Support Bot Allowed Domains setting in Desk365. Go to<\\\/span><span class=\\\"NormalTextRun SCXW136088283 BCX0\\\">\\u00a0<\\\/span><span class=\\\"NormalTextRun SCXW136088283 BCX0\\\">Settings &gt; Admin &gt; Helpdesk Settings &gt; Support Bot Allowed Domains\\u00a0<\\\/span><span class=\\\"NormalTextRun SCXW136088283 BCX0\\\">and m<\\\/span><span class=\\\"NormalTextRun SCXW136088283 BCX0\\\">ake sure the user&#8217;s email domain has been added to the list.\\u00a0<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW136088283 BCX0\\\" data-ccp-props=\\\"{}\\\">\\u00a0<\\\/span><\\\/p>\"}},{\"@type\":\"Question\",\"name\":\"The AI Agent isn't giving the expected answers\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"<p><span class=\\\"TextRun SCXW181429438 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW181429438 BCX0\\\">Make sure the relevant information is available in the Knowledge Base configured for your AI Agent<\\\/span><span class=\\\"NormalTextRun SCXW181429438 BCX0\\\">.\\u00a0<\\\/span><span class=\\\"NormalTextRun SCXW181429438 BCX0\\\">\\u00a0<\\\/span><span class=\\\"NormalTextRun SCXW181429438 BCX0\\\">You can review the AI Agent configuration in the\\u00a0<\\\/span><\\\/span><a class=\\\"Hyperlink SCXW181429438 BCX0\\\" href=\\\"https:\\\/\\\/help.desk365.io\\\/en\\\/articles\\\/ai-agent-setup-guide\\\/\\\" target=\\\"_blank\\\" rel=\\\"noopener\\\"><span class=\\\"TextRun Underlined SCXW181429438 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"none\\\"><span class=\\\"NormalTextRun SCXW181429438 BCX0\\\" data-ccp-charstyle=\\\"Hyperlink\\\">AI Agent Setup Guide<\\\/span><\\\/span><\\\/a><span class=\\\"TextRun SCXW181429438 BCX0\\\" lang=\\\"EN-US\\\" xml:lang=\\\"EN-US\\\" data-contrast=\\\"auto\\\"><span class=\\\"NormalTextRun SCXW181429438 BCX0\\\">.<\\\/span><\\\/span><span class=\\\"EOP Selected SCXW181429438 BCX0\\\" data-ccp-props=\\\"{}\\\">\\u00a0<\\\/span><\\\/p>\"}}]}<\/script>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":16,"featured_media":0,"parent":30787,"menu_order":1,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-37642","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/37642","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=37642"}],"version-history":[{"count":80,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/37642\/revisions"}],"predecessor-version":[{"id":38269,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/37642\/revisions\/38269"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/30787"}],"next":[{"title":"AI Copilot in Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/ai-copilot\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/30803"}],"prev":[{"title":"AI Agent in Desk365","link":"https:\/\/help.desk365.io\/en\/articles\/ai-agent-setup-guide\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/34173"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=37642"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=37642"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}