Adding the Unified Connector App into Teams

This article provides step-by-step instructions for Teams users on how to add the Unified Connector App to the Microsoft Teams client.

Note: The app may not appear with the name “Unified”—your service provider might have customized the app name.

Part I: Installing the App

1. Open Microsoft Teams.

2. Go to Apps, then Built for your org.

3. Search for the Unified App.

   In the image below, the app is named “CTT Unified App”. However, your service provider may use a different name.
   If you can’t find the app, please contact your organization’s Enterprise Admin for assistance.

4. Click Add button.

   

5. When the Open button appears, click Open.

   

6. On the app screen that pops up, click Open button.

   

   You will be redirected to the first tab of the app which is likely a service page for a service configured for your Teams account.

7. Click the Chat tab. This screen serves as service screen where you can give commands to the Unified App.

   

   The tabs shown in the image may vary based on how your Teams user is configured. Some tabs may not appear in your app, and tab names may differ depending on the services enabled for your account.

8. 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.

Part II: Grant permission 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

1. From the Chat tab’s message box, send command login.

   

2. A message is presented to inform you it is asking additional permissions. Click the Continue button.

   

3. When presented with the Microsoft login prompt, select your Teams user account.

   

4. 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.

   

5. 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 the image, please repeat the login workflow as outlined in Part II above.