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FAQ about setting up Teams chat

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Note

The feature availability information is as follows.

Dynamics 365 Contact Center—embedded Dynamics 365 Contact Center—standalone Dynamics 365 Customer Service
No Yes Yes

View answers to questions about setting up Teams chat in customer engagement apps.

How do I turn off Teams collaboration?

  1. In the site map of Customer Service admin center or Contact Center admin center, in Agent experience, select Collaboration.

  2. In Embedded chat using Teams, select Manage.

  3. Set the toggle to No for Turn on Microsoft Teams chats inside Dynamics 365.

  4. Save your changes.

How do I turn on Teams collaboration for specific apps?

  1. In the site map of Customer Service admin center or Contact Center admin center, in Agent experience, select Collaboration.

  2. In Embedded chat using Teams, select Manage.

  3. On the Microsoft Teams collaboration and chat page, turn on the toggle for Turn on Microsoft Teams chats inside Dynamics 365.

  4. Select Turn on for selected Dynamics 365 apps, and then select the desired apps.

    Note

    If you’re using Teams chat for the first time or previously enabled the setting, Customer Service workspace, Contact Center workspace, and Customer Service Hub are preselected and appear in the list of selected apps.

  5. Save your changes.

See also

Configure Teams chat
Install and set up Microsoft Teams integration
Use Teams chat