Skip to main content
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, actions, 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 actions, prompts, and contextual information are immediately accessible within the conversation.

​
Key features

  • Direct message (DM) access to the Glean so that you never leave Teams to get help or execute tasks.
  • Action 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 instruction to set up Glean agent in your Microsoft Teams:

​
Prerequisites

  • Admin access to Glean.
  • Glean set up on Microsoft Teams connector.
  • Glean assistant 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 more information for deploying the Glean app, see Deploy to your organization or specific users using Teams admin console.

​
Glean Admin console setup

The following steps must be performed through the Glean Admin Console: Prerequisite Steps
  1. In the Glean Admin Console, go to the Datasources tab.
  2. Search for Microsoft teams and proceed to Glean in Microsoft Teams tab.
  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 actions are generated by the selected agent.
    For example, if Agent#1 is assigned SNOW Actions Agent, an IT Agent which is built on Glean Agents platform with certain actions 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 Actions Agent.
  5. Click Save.
  6. Enter the followinng app details added during app setup in MS Teams.
    • Get the Application (client) ID from the Bot App ID created in Phase 1 → Step 3c in the Teams Developer Portal. For more information, see Upload custom bot ID.
    • Get the Client secret generated in Phase 1 → Step 5b. For more information, see Generate a Client Secret.
    • Get the Glean in Microsoft Teams App ID generated in Phase 2 → Step 3. For more information, see Glean in Microsoft Teams App ID.
  7. Click Submit. Glean agent is now available in MS 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.
    ​
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. In any channel or group chat, @mention the agent, for example, @YourAgentName to get answers inline. 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 actions are supported in MS Teams, if these actions are part of Glean agents.
  • JIRA Service management
  • Servicenow actions
  • Salesforce
  • Zendesk
  • Slack
  • Snowflake
  • Databricks
  • Custom form based actions
This agent has advanced capability where end users can leverage a specific Glean Agent within MS Teams platform, apart from Glean assistant.
  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 assistant.
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 Assistant, HR Assistant) then users can Glean agent. For all the other general queries, the Glean assistant app must be used.