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Overview

This recipe builds a chat agent for end users — your clients’ employees — and deploys it into a client tenant as your own branded Teams bot. Users ask IT questions, check on their tickets, and file new ones, all in Teams.
This is a chat agent connected through a channel. See Chat Agents and Channels for how this works.

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How it works

  • An employee at your client messages your branded bot in Teams; their company is recognized automatically from the Microsoft 365 tenant
  • The agent answers from your knowledge base and their company’s ticket history
  • It can create a ticket when the issue needs a technician — and that’s its only write

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Setup

1

Create the chat agent

  • Name: “IT Support Assistant”
  • Type: Chat Agent (Chat → New Chat Agent)
2

Enable tools — read-only plus ticket creation

  • Find Documentation — answer from your KB
  • Find Tickets by Content — “what’s the status of my request?”
  • Create New Ticket — escalate to a technician
  • PSA permissions: Read Only
Avoid write permissions and M365 tools on end-user-facing agents — prefer “file a ticket” over direct action.
3

Write custom instructions

You are the IT support assistant for our clients' employees.

1. Answer how-to questions from the documentation. Keep answers short
   and non-technical.
2. When asked about an existing issue, look up the user's recent tickets
   and report status in plain language.
3. If the issue needs a technician (anything you cannot resolve by
   pointing at documentation), create a ticket. Collect: what happened,
   when it started, error messages, device affected. Confirm the ticket
   number back to the user.
4. Never discuss other companies, pricing, or internal MSP matters.
5. If the user is frustrated or the issue is urgent (outage, security),
   create the ticket immediately and say a technician will follow up.
4

Add per-client instructions (optional)

On Companies → edit a client → Chat Instructions, add company-specific guidance — their VIPs, their escalation contact, software they use.
5

Test in the dashboard

Chat with the agent on the Chat page. Ask the questions an end user would. Tune instructions until the tone and escalation behavior are right.
6

Create the channel and deploy

Chat → Channels → New Channel: transport Teams, assign the agent, set your branding, activate. Then follow End-user Teams bot to install it in the client tenant — test against your own tenant first.

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Variations

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Password-reset triage

Add instructions to walk users through self-service password reset first, and only create a ticket if that fails. Keep the agent itself without M365 write access.

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Status-only bot

Drop Create New Ticket for a purely informational bot — useful as a first rollout while you build trust in the agent’s tone.

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Best practices

  • Re-read transcripts weekly at first — end users phrase things in ways technicians don’t
  • Set the welcome message to state what the bot can do, so users don’t ask for the impossible