The Microsoft Teams voice AI integration sends important call outcomes into the Microsoft 365 channels where staff already work. Use it for owned escalations and callbacks, with the detailed customer record kept in the system of record.
A catalog page describes a possible workflow. It does not confirm that a native Microsoft Teams connector is enabled in your workspace. Check Integrations in the DialNexa dashboard first. If Microsoft Teams is not listed, use a custom function, agent webhook, or external automation service.
When to use the Microsoft Teams voice AI integration
Use Microsoft Teams when:
- Customer-facing or operational teams coordinate work in Teams.
- Urgent calls need a visible owner, priority, and deadline.
- Adaptive Cards can present a small set of safe actions and record links.
- Team and channel membership matches the sensitivity of the call data.
Best first workflow: Post urgent support escalations to one monitored channel with the verified customer, issue, priority, owner, deadline, and link to the source record.
Before you begin
Prepare the following:
- A published DialNexa agent that has already passed a basic test call.
- Access to the DialNexa workspace Integrations page.
- A Microsoft Teams account with permission to read or update the required records.
- One test record that does not affect a live customer.
- A list of actions that can run automatically and actions that require human review.
Choose how to connect Microsoft Teams
| Connection method | Use it when | Important limit |
|---|
| Workspace connector | Microsoft Teams appears in your DialNexa Integrations page | Available actions and authentication depend on your workspace |
| Custom function | The agent needs Microsoft Teams data during the live conversation | Keep the request fast and return only the fields the agent needs |
| Agent webhook | Microsoft Teams should receive a result after the call | Your endpoint must authenticate, retry safely, and prevent duplicate writes |
| External automation | The workflow spans Microsoft Teams and several other systems | Monitor the external workflow separately from the DialNexa call |
Build the Microsoft Teams voice AI workflow
- Define the exact event that starts the action, such as a confirmed booking, qualified lead, support escalation, or completed call.
- Choose the connection method from the table above.
- Map caller identity, the DialNexa call ID, the verified outcome, and the destination record ID.
- Add a condition so uncertain, sensitive, destructive, or high-value changes go to a human-owned queue.
- Store the destination record URL or ID with the call result so your team can trace the handoff.
- Test success, no-match, duplicate, permission-error, and timeout cases before using live traffic.
Data to map between DialNexa and Microsoft Teams
- DialNexa call ID, call direction, status, and final outcome
- Caller name, phone number, email, and matched customer or account ID
- Structured fields collected during the call, including consent where required
- Short operational summary, requested next step, owner, and due date
- Transcript or recording link only when your privacy policy allows it
- Microsoft Teams record ID, record URL, update timestamp, and integration result
High-value Microsoft Teams voice AI workflows
| Call outcome | Teams result | Human control |
|---|
| Urgent issue needs response | Post an actionable card to the correct channel | Limit actions to safe, traceable choices |
| Named owner owes a callback | Send the owner a concise notification | Provide a team fallback for absence |
| Several calls report one problem | Notify operations with linked records | Avoid exposing full transcripts |
| Routine call completes | Keep the result in the main business system | Do not post every call to Teams |
Verify the Microsoft Teams integration
Run a test call and confirm that:
- The message reaches the correct team, channel, or person for the call outcome.
- It includes the issue, owner, deadline, and source-record link without exposing the transcript.
- Adaptive Card actions are safe, traceable, and limited to approved choices.
- The DialNexa call ID prevents duplicate posts.
- Failed urgent notifications use a monitored fallback path.
Troubleshoot Microsoft Teams integration issues
| Problem | What to check |
|---|
| Microsoft Teams is not shown in the dashboard | Use a custom function, webhook, or external automation service, or request the integration |
| Authentication fails | Reconnect the account and verify scopes, workspace ownership, and token expiry |
| Message reaches the wrong destination | Map each approved outcome to one team, channel, or user ID and review membership |
| Duplicate posts appear | Use the DialNexa call ID as an idempotency key and make retries safe |
| The live call becomes slow | Move nonessential writes to a post-call webhook and keep live lookups small |
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