Activate AI Chatbot via Microsoft Teams

Provide the conversational SysAid AI Chatbot experience to Microsoft Teams users – directly inside the work environment they’re comfortable working in. Users can now create and manage Service Records conversationally with the AI Chatbot, all without exiting Teams and navigating to the Self-Service Portal.

Requirements:

• Microsoft Teams account

• SysAid for Teams Integration

• SysAid Copilot license with AI Admin enabled

• AI Chatbot access in the Self-Service Portal (End User)

This document describes how AI Admins can enable and manage the AI Chatbot for Teams experience for their users.

Verify access

Access to AI Chatbot for Teams requires:

• SysAid Copilot license (with SysAid Copilot enabled)

• AI Chatbot Permission in the Self-Service Portal (End User)

For more information about configuring SysAid Copilot in your organization, click here.

For more information about configuring access to the AI Chatbot in the Self-Service Portal, click here.

Notes

This is the initial release of the AI Chatbot via Microsoft Teams; implying:

• “Thumbs up/Thumbs down” (Response Rating) option is not yet available

• SysAid for Teams users:

  • Must contact their CSM or SysAid Customer Care to have the AI Chatbot via Microsoft Teams enabled

  • Users without the SysAid Copilot enabled (or without a valid SysAid Copilot license) – will continue to enjoy the non-AI SysAid for Teams experience

Maintain Configurations & Customization

AI Admins can ensure that their AI Chatbot experience is consistent across both the Self-Service Portal and in Microsoft Teams.

AI Chatbot Settings

AI Chatbot Settings configured in the Self-Service Portal automatically apply to AI Chatbot via Microsoft Teams (Welcome Message, Guardrails Rules)

SysAid for Teams

The SysAid for Teams branding (as configured in the organization’s Microsoft Partners Center) remains the same when SysAid Copilot is enabled.

This includes:

• Chatbot Name

• Company logo

• Icon

• Color Scheme