Install and set up Microsoft Teams integration

By default, the Basic and Enhanced Microsoft Teams integration is disabled for customer engagement apps in Dynamics 365 (Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Marketing, and Dynamics 365 Project Service Automation). To turn on these features, follow the steps below. To learn more about the difference, see Difference between the Basic and Enhanced Collaboration Experience with Microsoft Teams.

Settings page.

Note

  • If Microsoft Teams integration is not enabled on the System Settings page, then Microsoft Teams users can still connect to record or view in customer engagement apps (such as Dynamics 365 Sales and Dynamics 365 Customer Service) to Microsoft Teams collaboration channel, but the connected Microsoft Teams channel and the file library do not appear in customer engagement apps in Dynamics 365.
  • When the feature is enabled, the collaboration feature is enabled only for a selected set of system entities. If you want to enable Microsoft Teams integration for additional entities or custom entities, you can only do it programmatically using the msdyn_SetTeamsDocumentStatus Web API action. More information: Enable or disable Microsoft Teams Integration using code.
  • If you run into any issues during configuration, see Troubleshoot configuration issues with Teams integration.

Prerequisites

Microsoft Teams integration uses SharePoint integration at the backend. Make sure these prerequisites are met:

  • If SharePoint integration is not configured, OneDrive integration must be disabled too. If this requirement is not met, you'll receive error code 800503ca when you try to enable Teams integration with customer engagement apps in Dynamics 365.

  • If SharePoint integration is not configured, there should not be any active SharePoint site in your organization. (Deactivated SharePoint sites should not cause a problem.) If this is not met, you'll receive error code 800503ca when you try to enable Teams integration with customer engagement apps in Dynamics 365.

  • If SharePoint integration is not configured, there should not be any SharePoint document locations created with an absolute URL in your organization. The locations with absolute URL must be deleted. If this is not met, you will get error code 800503ca when you try to enable Teams integration with customer engagement apps in Dynamics 365.

  • If you're currently configured to use SharePoint on-premises for document management, you need to set up document management for a customer engagement app to use SharePoint Online. For more information, see Set up apps in Dynamics 365 to use SharePoint Online.

  • If SharePoint Online admin has enabled control access from unmanaged devices (conditional access policy) to allow/block SharePoint sites from unmanaged devices, then the same restrictions will be applied for Microsoft Teams integration because Microsoft Teams uses SharePoint sites for document management. This might block a user when they try to access a connected team channel file library on a customer engagement app page. For more information, see Control access from unmanaged devices.

  • Enable SharePoint document management for the Dynamics 365 entities that you want to pin in Teams. For more information, see Enable SharePoint document management for specific entities.

If you get an error while configuring Microsoft Teams integration from Dynamics 365, it might be because one or more of the above prerequisites are not met. For more information, see Troubleshoot Microsoft Teams integration.

For admins: Enable Microsoft Teams integration feature

If you're using the Sales Hub app, use the App Settings page to enable the integration. If you're using a custom app, use Power Apps Settings.

To enable the integration in the Sales Hub app:

  1. Select the Change area icon Icon to change the work area in the lower-left corner and then select App Settings.

    Screenshot depicting the App settings option in change area

  2. Under General Settings, select Chat and collaborate.

  3. Turn on Enable the linking of Dynamics 365 records to Microsoft Teams channels to enable the Basic Collaboration Experience. When Basic Microsoft Teams integration is enabled, the Collaborate button appears on customer engagement app records so you can see the connected team channel or set up a new connection in Microsoft Teams. In addition, in the Documents tab on the record page, the connected team channel file library will appear.

  4. To enable the Enhanced Collaboration Experience, select Yes for Enable Enhanced Microsoft Teams integration. To turn on this option, you need Microsoft 365 tenant admin permissions. When Enhanced Microsoft Teams integration is enabled, the Collaborate button appears on the record and view page in customer engagement apps. You can set up a connection with any Microsoft Teams collaboration channel within an app.

  5. On the consent dialog, select Accept.

    Important

    When you give your consent on behalf of your organization, the app gets full access to all Teams groups and associated content that the users have access to. Though the app has full access, it does not read or write to any of that data. The app just reads the teams/channels list or creates teams/channels for collaborating on Dynamics 365 data.

    Note

    If you don't select Accept, then when a user tries to pin an entity record or view to Microsoft Teams and shares the tab with another user, they'll receive the following error message: "The admin has not consented to use user sync feature, you can add them manually." If you receive this error message, see Error when you pin a record or view to teams channel.

  6. Save the changes. You should now be able to the see the Collaborate button when you open a record.

To enable the integration for a custom app:

  1. Sign in to Power Apps.
  2. Select the Settings icon at the top-right corner, and then select Advanced Settings.
  3. Go to Settings > Administration > System Settings > General tab.
  4. To enable the Basic Collaboration Experience, select Yes for Enable Basic Microsoft Teams integration. When Basic Microsoft Teams integration is enabled, the Collaborate button appears on customer engagement app records so you can see the connected team channel or set up a new connection in Microsoft Teams. In addition, in the Documents tab on the record page, the connected team channel file library will appear.

    Note

    You can only set Enable Enhanced Microsoft Teams integration to Yes if Enable Basic Microsoft Teams integration is also set to Yes. If you don't enable Basic Microsoft Teams integration, then the option Enable Enhanced Microsoft Teams integration will be grayed out.

    Enhanced experience disabled.

  1. To enable the Enhanced Collaboration Experience, select Yes for Enable Enhanced Microsoft Teams integration. To turn this option on, you need Microsoft 365 tenant admin permissions. When Enhanced Microsoft Teams integration is enabled, the Collaborate button appears on the record and view page in customer engagement apps. You can set up a connection with any Microsoft Teams collaboration channel within an app.

    1. When you select Yes to Enable Enhanced Microsoft Teams integration, two consent permission pop-up boxes will display. If you have a popup blocker and don't see the second consent dialog, you'll need to disable the popup blocker in your browser.

      Disable popup blocker .

    2. On the second consent dialog, select the checkbox for Consent on behalf of your organization and then select Accept.

      Select consent checkbox.

      Important

      When you give your consent on behalf of your organization, the app gets full access to all Teams groups and associated content that the users have access to. Though the app has full access, it does not read or write to any of that data. The app just reads the teams/channels list or creates teams/channels for collaborating on Dynamics 365 data.

      Note

      If you don't select the Consent on behalf of your organization option, then when a user tries to pin an entity record or view to Microsoft Teams and shares the tab with another user, they'll receive the following error message: "The admin has not consented to use user sync feature, you can add them manually." If you receive this error message, see Error when you pin a record or view to teams channel.

  2. After the second consent is accepted, select Finish and then select OK on the System Settings screen. If you don't select OK, you will lose your changes.

    Finish setup.

FAQs (for admins)

1. Does the tenant admin need to do anything to set up Microsoft Teams Integration? The tenant admin must provide consent for the enterprise application to be created in Azure AD and add delegate permissions for Teams. This happens automatically when the Enhanced Collaboration Experience is enabled in the system settings of your customer engagement app.

2. The documentation refers to Microsoft 365 tenant admin permissions. What does this mean? This means the directory admin or a tenant admin.

3. Is the activation for Dynamics 365 for all environments or per environment? Consent is given to all instances within a tenant, but the admin needs to manually enable functionality for each instance.

4. What active directory privileges are given to the customer engagement apps?

  • Delegated permissions: Group.ReadWrite.All and User.Read.All
  • Dynamics 365 Microsoft Teams Collaboration Integration (Enterprise application), permissions: Group.ReadWrite.All and User.Read.All

5. Is it enough to have only Microsoft Teams admin privileges to activate this Microsoft Teams Integration? Enabling Microsoft Teams integration has nothing to with Teams admin privileges. You need to have tenant admin permission to enable Microsoft Teams integration.

6. Which Service Principle (App ID) will receive this permission? The App used for this integration, which is the customer engagement app and Microsoft Teams integration.

7. What happens when the consent is provided? Apart from consent, a flag is set internally in your customer engagement app that indicates the feature is enabled. The flag is also used to control user interface behavior such as showing a user the Collaborate command.

In Microsoft Teams: Install the Dynamics 365 app and set up the Microsoft Teams collaboration channel tab

  1. In Microsoft Teams, select Store.

    Select Store.

  2. Search for Dynamics, and then select the Dynamics 365 tile.

    Search for and select Dynamics 365.

  3. Verify that Add for you and Add to a team are both set to Yes.

    You can use the Dynamics 365 app for your own use or use on a Microsoft Teams channel to collaborate with others. If you have an existing Microsoft Teams channel, select both options. Otherwise, you can start installing the app for your personal use and install it for your Microsoft Teams later.

    Enable personal and team features.

  4. For Add to a team, choose a team and then select Install.

    Add to team.

  5. Pick a channel in Microsoft Teams to connect to an app record and then select Set up.

    Pick a channel and select Set up.

  6. Select a version 9.x environment and a Unified Interface app to connect, and then select Save.

    Select environment and app module.

    Note

    • Only environments that contain customer engagement apps (such as Dynamics 365 Sales and Dynamics 365 Customer Service) appear in the list. Also, only active environments (those that are not disabled or provisioning) are displayed.
    • Only Unified Interface apps are listed.
    • Only app modules licensed for the selected environment are listed.
  7. Select Entity Selection or View Selection.

    1. Entity Selection: Select an entity to connect. You can pick a recently viewed record or use search to find records. You can use Filter by to narrow the search to an entity type. Once you've picked a record, select Save.

    Select an entity.

    1. View Selection: Select an entity to see the list of available views. Once you've picked a view, select Save.

    Select a view.

    Note

    If you select a personal view (My Views) instead of System Views, it’s recommended that you share the view with other users before you add the view to the Microsoft Teams channel. Otherwise, other team members will not have access to the view tab content.

  8. After completing the above steps, you will see a new Dynamics 365 tab in the selected team channel.

See Collaborate with Microsoft Teams for information on how you can use the tab feature to collaborate with Dynamics 365 apps.

In Microsoft Teams: Set up the personal dashboard

Set up the personal dashboard (My Dashboard) to interact with customer engagement apps in Dynamics 365 without involving other team members.

  1. Open the Dynamics 365 app.

    Open the Dynamics 365 app.

  2. Select an environment and a Unified Interface app to connect with customer engagement apps in Dynamics 365, and then choose Save Changes.

    Select environment and app.

    Note

    • Only environments that have customer engagement apps (such as Dynamics 365 Sales and Dynamics 365 Customer Service) appear in the list. Also, only active environments (those that are not disabled or provisioning) are displayed.
    • Only Unified Interface apps are listed.
    • Only app modules licensed for the selected environments are listed.
  3. Select the My Dashboard tab.

See Use the personal dashboard for information on how you can use My Dashboard.

Government GCC environment

Teams integration with Dynamics 365 isn't available for Government GCC environments. However, there's a workaround to view records using the Website app in Teams and then adding it as a tab.

  1. Open a Teams channel and select Add a tab.

Open Teams and then select Apps.

  1. Search for the Website app and add it.

Add the Website app.

Note

If you don't see the Website app in Teams, ask your administrator to enable this option through the Microsoft 365 admin center.

  1. Enter a name for the tab and the URL for your Dynamics 365 app and then select Save.

Enter name and url for the tab.

See also

Troubleshoot Microsoft Teams integration