Use this article to connect Microsoft Teams to Intercom, configure Fin to handle conversations in your Teams channels, and understand what your customers experience. Microsoft Teams is supported on all data residency regions (US, EU, and AU) and works with Fin Standalone (Fin for Platforms).
Important: Microsoft Teams is currently in beta. To access the beta, contact support to obtain the manifest zip file, then install it in your tenant.
How to connect Microsoft Teams
Setup is done in your Intercom workspace by a teammate with admin access.
Step 1: Connect your Teams workspace
Click + Connect Teams workspace.
Complete the Microsoft admin-consent OAuth flow — a Microsoft admin authorizes the Intercom app for your tenant.
After authorization, you're redirected back to Intercom where you can select which Microsoft Team to connect.
Note: After completing OAuth, your connected workspace will show a Pending status.
A manual installation is required in each Microsoft Team to change the status to Connected.
Step 2: Add channels
Once your Teams workspace is connected, choose which channels Fin should monitor.
Standard channels connect automatically via the team-level install.
Private and shared channels require a separate install: add the Intercom bot directly to the channel in Teams. The channel connects automatically as soon as the bot is added.
Step 3: Configure conversation triggers
Choose when Fin or a Workflow starts a conversation in a channel. You can trigger on every message, or only on specific signals:
When a specific user or tag is @mentioned
When a specific emoji reaction is added to a message
When a specific keyword is used
Workspace-level triggers apply to all connected channels by default. You can override triggers on a per-channel basis.
Step 4: Set up customer authentication (optional)
Under Security > Customer authentication, you can require identity verification before Fin runs data connector requests. Microsoft Teams supports two options:
No verification — Fin responds to all messages without confirming who the customer is. Use this for public-facing or low-sensitivity channels.
Email OTP (one-time passcode sent to the customer's email)
Step 5: Deploy Fin to Microsoft Teams
Once your channel is connected, you need to activate Fin so it starts handling conversations in Teams.
Go to Deploy > Chat in your Intercom workspace.
Under In selected channels, click the Channels dropdown.
Select Microsoft Teams from the list.
Click Save. Fin is now live. To verify it's working, send a test message in your connected Teams channel — Fin should respond according to your configured triggers.
How Microsoft Teams conversations appear in Intercom
Once Microsoft Teams is connected and Fin is deployed, conversations from Teams appear in your Intercom inbox alongside conversations from all other channels. Here's what to expect:
Teams conversations appear in the Intercom inbox like any other channel, with a Microsoft Teams indicator on each conversation.
Workflows run over Teams conversations — Teams is a fully supported chat channel in the workflow engine.
Fin responds in Teams threads, keeping each conversation neatly organized.
Ticket status updates can be configured per channel or workspace-wide, matching the controls available for Slack.
What does the Microsoft Teams experience look like for customers?
When a customer messages in a connected Microsoft Teams channel, Fin handles their conversation using the features below. Each is delivered natively within Teams — customers don't need to leave the Teams interface.
First-run welcome: When the Intercom bot is installed, customers see a connection-aware welcome message. Connected workspaces also display a disclosure that messages may be stored by a third-party help desk service.
Threaded replies: Fin responds in Teams threads, keeping support conversations organized and easy to follow.
Quick replies and CSAT surveys: Delivered as interactive Microsoft Adaptive Cards directly in the thread.
Emoji and reactions: Inbound emoji are preserved in Intercom. A channel emoji reaction can also start a new conversation.
AI-powered translations: Fin detects and responds in your customer's language automatically.
Ticket forms: Structured data is collected via hosted ticket forms, letting Fin gather the information it needs to help.
Note: Microsoft Teams uses custom emoji, so some emoji may not display in the Intercom inbox. The emoji name will be shown instead.
How does Fin Standalone work with Microsoft Teams?
Microsoft Teams is supported as a Fin Standalone (Fin for Platforms) integration. In this mode, Intercom acts as the AI engine while Microsoft Teams is the customer-facing surface. Inbound Teams events — messages, quick replies, and CSAT (Customer Satisfaction) survey responses — are routed to Fin, and Fin's replies are pushed back to the Teams thread as Adaptive Cards (interactive message components built on Microsoft's card framework).
Note: In Standalone mode, conversations are customer-initiated (started by an inbound Teams message). Intercom-initiated external conversation creation is not supported. This is expected behavior for this class of chat channel in Standalone, not a Microsoft Teams-specific limitation.
What are the current limitations of Microsoft Teams?
The following limitations apply to the Microsoft Teams integration in its current beta state. Workarounds are noted where available.
Voice notes — Voice notes in channel messages are not supported. Message content is limited to text and Adaptive Cards. Workaround: ask customers to type their message instead.
Message edits — If a teammate edits a message in Teams, the change is not currently reflected in the Intercom inbox. Workaround: send a follow-up message to clarify any edits needed.
Channel archival and deletion — If a connected Teams channel is archived or deleted in Microsoft Teams, this is not currently handled in Intercom. Workaround: manually disconnect the channel in Settings > Channels > Microsoft Teams before archiving or deleting it in Teams.
FAQs
Why is my Teams channel showing as Pending?
A Pending status means the Intercom app hasn't been manually installed in that Microsoft Team yet. Install the app in Teams to move the channel to Connected. Until then, inbound messages won't be delivered.
Why isn't Fin posting in my private or shared channel?
Private and shared channels require the Intercom bot to be added directly to the channel in Teams — a team-level install isn't enough. Add the bot to the channel and the connection will form automatically.
When will Microsoft Teams be generally available?
General availability is pending Microsoft Teams app-store (Partner Center) certification, which runs on Microsoft's review timeline. The GA date is to be confirmed once certification is approved.
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