Connect Microsoft Teams so managers, HR, and administrators can start guided Flamekeeper conversations with people involved in a handover case. Contributors answer in a private Teams bot chat while accepted questions, answers, and extracted knowledge stay synchronized with the authorized Flamekeeper case.
Before you begin
You need:
- a Flamekeeper HR or Admin account to start the connection;
- a Microsoft Global Administrator who can grant tenant-wide admin consent;
- permission for intended users to run the Flamekeeper Store app under Teams app policies; and
- matching Flamekeeper work email and Microsoft user principal name (UPN) for each contributor.
The Flamekeeper HR/Admin and Microsoft Global Admin may be different people. Do not send Microsoft credentials, secrets, tokens, or employee answers to Flamekeeper support.
Permission requested
Flamekeeper requests the Microsoft Graph application permission TeamsAppInstallation.ReadWriteSelfForUser.All. It allows Flamekeeper to check, install, upgrade, and remove only the Flamekeeper personal Teams app for a user selected in an authorized handover case.
The integration does not request permission to read existing Teams chats, channels, files, meetings, mail, or your Microsoft directory. The contributor is addressed using the work email already stored in Flamekeeper.
Connect Teams
- Open Admin → Integrations.
- Under Communication, select Microsoft Teams.
- Review the data and permission explanation and select Connect Teams.
- Ask a Microsoft Global Admin to review and approve the consent screen for the expected tenant.
- Return to Flamekeeper and confirm the page shows Connected and the expected tenant ID.
If your organization blocks third-party apps, a Teams administrator must first allow Flamekeeper under Teams apps → Manage apps and in the relevant app permission policy.
Start a handover conversation
- Open a handover case and add the intended contributor as a requester, employee, or colleague.
- Select one or more eligible case users.
- Select Collect knowledge over Teams.
- Review the explanation and select Start Teams conversations.
Flamekeeper installs its personal app for a selected user when needed and sends a private starter card with the current role-specific question. Microsoft can take a short time to finish a new app installation; if Flamekeeper reports a pending installation, wait briefly and retry that user.
Multiple handovers
A contributor can have more than one active handover in the same private bot chat. The starter card carries an opaque case route. The contributor selects the relevant handover before answering. They can enter My handovers or Switch handover later to change routes.
Flamekeeper never guesses where ambiguous text belongs. A reply is accepted only after the Microsoft tenant, personal conversation, Teams user, Entra object ID, Flamekeeper organization, case membership, and perspective all match an active route.
Data handling
- Microsoft bot credentials are validated before an activity is accepted.
- Activity IDs are retained temporarily to prevent a Microsoft retry from processing the same answer twice.
- Raw Teams activities and message text are not copied into delivery logs.
- Accepted answers become part of the case's Flamekeeper knowledge-chat history and use the same AI and data-handling settings as the web app.
- Attachments are not downloaded or processed in the first release. Paste relevant text into the private chat instead.
- Disconnecting Teams stops old chats from being processed but does not delete previously accepted Flamekeeper case knowledge.
Troubleshooting
| What you see | What to check |
|---|---|
| The app is unavailable | Ask a Teams administrator to allow the public Flamekeeper Store app for the tenant and intended user. |
| Work email/UPN mismatch | Confirm the Flamekeeper work email exactly matches the person's active Microsoft UPN, or collect by email. |
| Installation blocked | Review Teams app availability and app permission policies for the contributor. |
| Installation pending | Wait briefly for Microsoft to create the personal chat, then retry the user. |
| Consent missing or revoked | Ask a Global Admin to grant consent again from the Flamekeeper integration page. |
| A reply is refused | Confirm the contributor is active in Flamekeeper and still has the expected case role. |
| A file is refused | Paste text instead. Teams file ingestion is not supported in v1. |
Disconnect Teams
Open Admin → Integrations → Microsoft Teams and select Disconnect. Flamekeeper attempts to remove app installations that it created, then removes the tenant connection and Teams routing records. App installations that already existed are left in place.
A Microsoft administrator can separately revoke the enterprise application's consent in Entra and block or remove Flamekeeper in Teams Admin Center.
For help, contact Flamekeeper support without including employee answers, Microsoft tokens, or screenshots containing sensitive handover data.