Social Intents integrates directly with Microsoft Teams so your team can answer website live chats without leaving the Teams interface. This guide walks through the full setup - from installing the app to receiving your first chat.
Requisitos previos
- A Microsoft Teams account (Business or Enterprise)
- Permission to install apps in your Teams workspace, or access to an admin who can approve the installation
- A website where you want to add live chat
Step 1: Install Social Intents from the Teams App Store
There are two ways to start the installation:
Option A: From the Social Intents Website
Go to Social Intents and Start a Free Trial
Visit socialintents.com and click Start Free Trial. During the signup process, you will see a step titled Add Live Chat Agents with the question "Do you use Teams, Google Chat, or Slack?"
Click Add to Teams
Click the Add to Teams button. This opens the Microsoft Teams app store page for Social Intents.
Option B: From Inside Microsoft Teams
Open the Teams App Store
In Microsoft Teams, click Apps in the left sidebar. Search for Social Intents or Live Chat.
Instalar la aplicación
Click Add on the Social Intents app listing. If your organization requires admin approval for new apps, you will need to request approval or have a Teams admin install it.
Step 2: Add Social Intents as a Tab
Select a Team and Channel
After installing the app, Teams will prompt you to add it as a tab in a specific channel. Choose the team and channel where you want incoming live chats to appear. This is typically a channel like #live-chat o #apoyo.
Save the Configuration
You will see a setup screen inside Teams with the message "Let's get started! You are minutes away from chatting with your website visitors." Click Save to complete the tab configuration.
Behind the scenes, Social Intents reads your Teams context - including your tenant ID, team ID, and channel information - and creates or links your Social Intents account automatically.
Step 3: Install the Chat Widget on Your Website
After connecting Teams, you need to add the chat widget code to your website so visitors can start conversations.
Open Widget Settings
In the Social Intents tab inside Teams, navigate to Settings or Widget. Find the Install Your Code Snippet section.
Copy the Code Snippet
Copy the JavaScript snippet. It looks like this:
<script src="https://www.socialintents.com/api/chat/socialintents.1.4.js#YOUR_WIDGET_KEY" async="async"></script>Paste It on Your Website
Add the snippet before the closing </body> tag on every page where you want live chat. If you use WordPress, you can install the Live Chat by Social Intents plugin and enter your widget key in the plugin settings instead.
Step 4: Test the Connection
Send a Test Chat
Open your website in a browser and click the chat widget. Send a message. Within seconds, the chat request should appear in your Teams channel. Click the notification in Teams to join the conversation and reply.
How the Connection Works
When a visitor sends a chat message on your website:
- The message reaches the Social Intents platform
- Social Intents sends a chat invitation to your configured Teams channel
- An agent in Teams sees the notification and joins the chat
- Messages flow in real time between the visitor's browser and your Teams channel
- When the conversation ends, the chat is closed and logged
Your team never needs to leave Microsoft Teams. All responses happen directly in the Teams interface.
Team and Channel Selection
During setup, Social Intents stores the team and channel you selected. All incoming chats route to this channel by default. You can change the channel later from the widget settings, or set up escalation routing to direct chats to different channels based on the conversation topic.
Account Linking
If you already have a Social Intents account (created through the website) and then install the Teams app, Social Intents can merge the accounts. The system matches accounts by email address. If the email used in Teams matches your existing Social Intents account, your widgets and settings carry over.
If the emails do not match, a new account is created. Contact support to merge accounts manually if needed.
What You Can Configure After Connecting
Once Teams is connected, you can customize your setup from the Social Intents dashboard (accessible as a Teams tab or at socialintents.com):
- Widget appearance - Colors, logo, position, online/offline messages
- AI chatbot - Add ChatGPT, Claude, or Gemini to answer visitor questions automatically
- AI Actions - Automate tasks like lead capture, escalation routing, and meeting scheduling
- Operating hours - Show online/offline states based on your schedule
- Chat routing - Route chats to specific channels based on topic or department
Preguntas frecuentes
Do I need a paid Teams plan?
Social Intents works with Microsoft Teams for Business and Enterprise. The free version of Teams may have limited app installation capabilities depending on your organization's settings.
Can multiple team members answer the same chat?
Yes. Any agent who has access to the Teams channel can join and respond to incoming chats. The first agent to join becomes the primary responder, but chats can be transferred to other agents.
Does Social Intents work with Teams on mobile?
Yes. Since the integration works through Teams channels, agents can respond from the Teams mobile app just as they would from the desktop client.
What happens when no agents are available?
If no agent joins the chat, the visitor sees your configured offline message. If you have an AI chatbot enabled, the chatbot continues the conversation and can offer to collect the visitor's contact information.