Using the Unified Connector App

Article summary

This article offers Microsoft Teams users an overview of the services available through the Unified Connector App, along with links to detailed guides for each supported service.

Introducing the Unified Connector App
To simplify deployment and ongoing management, we are consolidating four separate connector applications into a single Unified Connector App.
This approach reduces complexity for both enterprise administrators and end users by eliminating the need to install, configure, and manage multiple Microsoft Teams applications.
Key Benefits
One app, four services: A single installation now supports PBX, CallApp, SMS, and Chat services — no more juggling multiple Teams apps.
Simpler setup: Fewer configuration points and a more streamlined deployment experience.
Consistent user experience: One unified interface across all connector services.
Easier maintenance
Simplified updates and version control
Improved reliability through shared services
Reduced administrative overhead
Clearer support and troubleshooting model
New: AI-powered actions: Starting with system upgrade 2.19.0 on March 17, 2026, the Unified Connector App includes AI support. Users can perform actions like sending SMS messages using plain, everyday language directly from any Microsoft Teams conversation screen — no special commands or navigation required.

Recommendation
As of May 17, 2026 (ConnecttoTeams portal upgrade 2.19.0), the standalone CallApp app is no longer offered to new enterprises. It remains available to enterprises already using it. Removing an enterprise's CallApp configuration is irreversible, and restoring CallApp will mean migrating to the Unified Connector App.
SMS will follow the same path starting August 22, 2026 (ConnecttoTeams portal upgrade 2.20.0): the standalone SMS Connector App will no longer be offered to new enterprises, though it remains available to enterprises already using it. Removing an enterprise's SMS configuration is irreversible, and restoring SMS will likewise mean migrating to the Unified Connector App.
PBX remains offered to new enterprises for now, though the Unified Connector App is recommended for all four services — PBX, CallApp, SMS, and Chat.
Note: All Connector Apps will eventually reach end of life, so Enterprise Admins should start migrating enterprises now rather than waiting — the EOL date will be announced soon.

Before You Begin

Your enterprise administrator must configure your Teams user for at least as one of these users types:
- PBX User
- CallApp User
- SMS User with assigned personal number or as a member of a group
- Chat User
Your organization's Global Admin must have deployed the Unified Connector App to Microsoft Teams.
Your service provider may have renamed the app for your organization — use the name and icon your Enterprise Admin provided.

Knowing When the App Is Ready

Follow these steps to confirm the Unified Connector App is ready for you to use:

In Microsoft Teams, navigate to the Teams app catalog.
Under Apps › Built for your org, locate the app. (The app name may vary if it has been customized by your service provider. Use the name and icon your Enterprise Admin provided.)
The app is ready when the button next to it reads Open.
If the button stays on “Add”
If the button is still on "Add" after 24 hours, contact your enterprise administrator. They can work with your service provider to redeploy the app at a higher version number.
Once available, click Open to start using the app. For quicker access in the future.
Optionally, you may pin the app to make it easily accessible. Right click on the app logo to access the pin option.
Do not delete the chat created during the app installation.

Logging In to the App

Next, you'll need to grant the app permission to add its agent to your Teams environment. This allows it to process commands on your behalf.

To proceed, follow the “Login” workflow outlined in the steps below

Navigate to the Chat tab. In the message box, send login.
A message is presented to inform you it is asking additional permissions. Click the Continue button.
When presented with the Microsoft login prompt, select your Teams user account.
You’ll be redirected back to the app’s Chat tab, where the Continue and Cancel buttons will no longer appear (as shown in the image below) - indicating that the login workflow is completed.
You may type help to see if the app responds properly.
When the app responds to a help request, it indicates that the necessary permissions have been successfully granted.

Wait
🕐 After completing the login workflow, please wait a couple of minutes to allow the system to propagate the permissions across the ecosystem. Once that’s done, you can begin using the Unified App’s services

Troubleshooting
Although the Unified App typically requires consent only once, there are cases where the initial consent may not have been applied successfully.
If the app returns the error shown in this image, please repeat granting permission as presented in Part II of this article.

Service Guides

Using the PBX Service?

Refer to the folder: PBX Connector App Guide for MS Teams Users for detailed instructions.

Using the CallApp AddOn?

For setup instructions covering compatibility with your browser, operating system, and Microsoft Teams client, see: Using the ACS Call App.
For a step-by-step guide on using the Dial Manager when CallApp is enabled, see: Introducing the Dial Manager.

Using the SMS Service?

Refer to the folder: SMS Connector App Guide for MS Teams Users for detailed instructions.

Note: Unlike the SMS Connector which replicates the SMS messages in Teams and Channels, the Unified Connector App replicates the SMS messages in Teams chat.

The SMS/MMS messages are presented just like a regular chat. The chat name follows the format source(destination).

Search for the chat thread tied to your SMS number or associated Outlook contact’s name. Send your message and view incoming texts just like a normal chat. Send MMS just like a normal chat with file attachment.

Using the Chat Service?

Refer to the folder: Chat Connector App Guide for End Users for full instructions.

Understanding the Landing Page Behavior

When you open the ConnecttoTeams Unified Connector App from the Manage Apps section in Microsoft Teams, the landing page you see depends on the services available to your user account.

Landing Page Prioritization

The Unified Connector App displays a specific landing page based on your active service usage. The priority order is:

Dial Manager (CallApp AddOn)
PBX End User Portal
SMS Page
(If none of the above services are used) — There is no landing page. Instead, the always-available native Chat tab within Teams is shown.

Navigating Between Pages

Regardless of which landing page appears first, you can switch to other available service pages using the navigation icons within the Unified Connector App.

These icons are typically located near the top-right corner or within the main content area of the app interface.

For a detailed guide to what each icon does, refer to the Functional Navigation Icons section.