Glean Agents in Microsoft Teams

Glean Agents within Microsoft Teams integrate the comprehensive capabilities of Glean's specialized agents like encompassing IT, HR, Support, and any bespoke agent directly into the Teams chat sidebar. By embedding these agents within existing collaborative environments, Glean mitigates context-switching and facilitates expedited responses, tools, and automation.

Administrators enable Microsoft Teams within the Glean Admin console, creating a Teams application and assigning an agent to it. You can locate the new Glean application in Teams, pin it, and start conversations; no further configuration is necessary. All agent-specific tools, prompts, and contextual information are immediately accessible within the conversation.

Key features

• Direct message (DM) access to Glean so that you never leave Teams to get help or execute tasks.
• Tool execution inside chat like, open a ServiceNow ticket, create JIRA ticket, comment on a ServiceNow ticket without launching separate tools.
• A consistent chat experience as the same prompts, source citations, and feedback controls from Glean on the web, are now native to Teams.
• Ability to pin each installed agent in the Teams sidebar for one-click access and persistent conversations.
• Ability to handle high volume tasks like IT tickets, HR requests, approvals by cutting turnaround time and reducing load on human teams.

Setup instructions

Follow these instructions to set up a Glean agent in your Microsoft Teams:

Prerequisites

• Admin access to Glean.
• Glean set up on Microsoft Teams connector.
• Glean added to MS Teams. For more information, see Glean in Microsoft Teams: admin-guide.
• Glean agent built and tested with end users.

Microsoft Team console setup

The following steps must be performed through the Teams Admin Console:

1. Add the Glean app to MS Teams and name this app that is intuitive for end users regarding the agent they are using, for example Glean msteams. For more information on adding the Glean app, see Glean in Microsoft Teams: admin-guide
2. Deploy the Glean app to your organization or for specific users through the Teams Admin Console. For deployment instructions, see Deploy via Teams Admin Center.

Glean Admin console setup

The following steps must be performed through the Glean Admin console:

Prerequisite

• Ensure that Glean is already set up. For more information, see Glean in Microsoft Teams: admin-guide.

If your deployment has enabled Agent Identity beta, use service credentials instead of the Add Agent flow. See Set up dedicated Teams apps for agents.

Steps

1. In the Glean Admin console, go to Embedded integrations → Glean in Microsoft Teams.

2. Select the Microsoft Teams connector instance and open Glean Agents.

3. Click Add Agent. You can add a maximum of 3 agents apart from the assistant to MS teams.

4. Select the Agent you want to deploy in MS Teams with the agent picker. All the user messages are routed to the selected Agent and the response to the users and tools are generated by the selected agent.
   For example, if Agent#1 is assigned SNOW Tools Agent, an IT Agent which is built on Glean Agents platform with certain tools like create tickets, comment on a ticket and so on, then all the user interactions with the Agent#1 in MS Teams are with SNOW Tools Agent.

5. Click Save.

6. Enter the following app details from the Microsoft Teams app setup:

   • Copy the Application (client) ID from the Azure app registration. See Configure the bot.
   • Copy the Client secret generated for the Azure app registration. See Configure the bot.
   • Copy the Glean in Microsoft Teams App ID from the Teams Admin Center. See Publish the Glean app.

7. Click Submit. The Glean agent is now available in the Microsoft Teams sidebar for end users.

User setup

If the Glean agent name, the name provided by your administrator is not visible in your MS Teams, add this agent by performing the following steps:

1. Click the Apps icon on the left side bar to access the Teams App store.
2. In the search bar, type Glean to find the application. If Glean does not appear in the list of apps, your admin might have not enabled it for you yet.
3. Click Add and follow the prompts to install Glean Agent on your Teams platform.
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After you have added the agent in MS team, you can open the app to start a 1:1 chat and ask questions or run tasks in natural language. Dedicated Glean agent apps aren't supported in channels. To ask a question in a channel, mention the main Glean app instead. See Use Glean in channels.

You can also pin the app to the left rail for quick access.

For any issues or concerns, reach out to the Glean support team.

Frequently Asked Questions (FAQs)

Yes, following tools are supported in MS Teams, if these tools are part of Glean agents.

• JIRA Service management
• Servicenow tools
• Salesforce
• Zendesk
• Slack
• Snowflake
• Databricks
• Custom form based tools

This agent has advanced capability where end users can leverage a specific Glean Agent within MS Teams platform, apart from Glean.

1. Currently, a Glean admin decides which Agents to add for MS Teams platform. Once this is done, every user will have access to these agents.
2. Critical use cases are business process agents, which are useful for the entire organisation. Such agents are HR Agent, IT Agent, Support Agent.

Core functionality is that absolutely essential and organisation wide agents to be added to MS Teams as generic agents. This is intended for maximum 3 Glean apps deployed in MS Teams including Glean.

The process remains largely consistent for both, with two distinctions. An MS Teams application is generated in both configurations; however, the difference is that you must assign a Glean Agent to which all queries must be directed.

If user queries are aligned to a specific use case for which the agent is capable of (IT agent, HR agent) then users can use that agent. For all the other general queries, Glean must be used.