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Microsoft Teams can be used as a channel for human-in-the-loop (HITL) escalations and Send External Message notifications in Cevro. When the AI agent needs human specialist input, or when an AI Procedure triggers a notification, Cevro sends a rich card to a Teams channel or direct message.
Teams is a notification and escalation channel, not a primary support desk. Players don’t contact support through Teams — instead, your internal team receives HITL requests and external message notifications there.

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Two Ways Teams Is Used

FeatureTrigger in AIPPurpose
HITL (Human-in-the-Loop)# mention in AIP instructionsAI asks a specialist for input, waits for response, then continues the conversation
Send External Message@ → Actions → Send External MessageAI sends a one-way notification to a Teams channel or user — no response expected

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Prerequisites

Before connecting Teams, ensure:
  • The account used to connect has a Microsoft 365 license with Teams enabled (Global Admin alone is not sufficient)
  • You have at least one Team with a channel where HITL notifications should be sent
  • Your organization allows third-party app consent (or a Teams/Global Admin can grant consent)
License requirement is critical. The Microsoft account used to connect Teams to Cevro must have an active M365 license with Microsoft Teams services enabled. Without this, the connection will appear to succeed but messages will fail with a 403 error.To verify: Go to Microsoft 365 Admin Center > Users > Active Users, select the account, click Licenses and Apps, and confirm that Microsoft Teams is checked.
Messages sent by Cevro to Teams appear as coming from the Microsoft account that was used to connect the integration. If you connect with a personal account like “John Smith,” every HITL card and notification in Teams will show “John Smith” as the sender. We strongly recommend creating a dedicated Microsoft 365 user for the Cevro connection:
  1. Create a new user in Microsoft 365 Admin Center (e.g., [email protected] or [email protected])
  2. Set a clear display name — e.g., “Cevro AI” or “[Brand] Support Bot”
  3. Add a profile picture — your company logo or a bot avatar
  4. Assign an M365 license with Teams enabled
  5. Add the user to the Teams where HITL notifications should appear
If the connecting user leaves your organization or their license is removed, the Teams integration will break. Using a dedicated service account avoids this risk — it won’t be affected by staff changes.

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Connecting Teams

1

Open Channel Settings

In Cevro, go to Settings > Integrations and find the Microsoft Teams card.
2

Click Connect

Click Connect. You’ll be redirected to Microsoft’s login page.
3

Sign in and grant permissions

Sign in with a Microsoft 365 account that has a Teams license. Review the requested permissions and click Accept.Cevro requests permission to:
  • Send messages to channels and chats
  • Read basic team and channel information
  • Read basic user profiles
4

Verify connection

After being redirected back to Cevro, you should see a success message. If you see a warning about license issues, follow the troubleshooting steps below before proceeding.

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Setting Up HITL in an AI Procedure

Once Teams is connected, you can configure AI Procedures (AIPs) to send HITL requests to Teams.
1

Open the AIP editor

Navigate to Workspaces > AI Procedures and open the AIP you want to configure.
2

Add a HITL mention

In the instruction editor, type # to open the HITL configuration popup.
3

Select Teams as the channel

Choose Microsoft Teams from the channel dropdown.
4

Choose the destination

Select the Team and Channel where HITL notifications should appear. You can also choose to send a direct message to a specific user.
5

Write the message template

Describe what information the AI should include when requesting help. For example:“The player is asking about a bonus issue that requires manual review. Please check their account and provide guidance.”
6

Save and publish

Save and publish the AIP. The AI will now send HITL requests to your Teams channel when this procedure triggers.

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Setting Up Send External Message

You can also use Teams as a target for Send External Message — a one-way notification the AI sends during a conversation without waiting for a response.
1

Open the AIP editor

Navigate to Workspaces > AI Procedures and open the AIP you want to configure.
2

Add a Send External Message action

In the instruction editor, type @ to open the actions dropdown, then select Send External Message from the Actions tab.
3

Select Teams as the target

Choose Microsoft Teams as the integration, then select the target Team and Channel (or a specific user for DM).
4

Configure the message

Write the notification message template. The AI will fill in context from the conversation at runtime.
5

Save and publish

Save and publish the AIP. The AI will send the notification to Teams when this step is reached in the procedure.
HITL vs Send External Message: HITL pauses the conversation and waits for a specialist’s response. Send External Message fires a notification and the AI continues — no response expected. Use HITL when you need input; use Send External Message for alerts, audit trails, or informing a team without blocking the conversation.

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How HITL Cards Work

When the AI triggers a HITL request, a rich notification card appears in your Teams channel with:
  • Player information — Name, email, tags, and brand
  • Issue summary — What the AI needs help with
  • “Provide Input” button — Opens a web form where you can type your response
Click the button, review the conversation context, type your specialist input, and submit. The AI receives your response and continues the conversation with the player.
HITL is a consultation, not a full handoff. The AI stays in control of the conversation and uses your input to formulate its response. For full handoff to a human agent, use the Transfer to Live Agent action instead.

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Troubleshooting

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”Failed to get license information” (403 Error)

This is the most common issue. The Microsoft account used to connect Teams doesn’t have a valid Teams license.
1

Check the user's license

Go to Microsoft 365 Admin Center > Users > Active Users. Find the account that was used to connect Teams in Cevro.
2

Verify Teams is enabled

Click Licenses and Apps. Ensure Microsoft Teams is checked.
Teams can be disabled even when an M365 license is assigned. Make sure the Teams toggle is explicitly ON.
3

Reconnect in Cevro

In Cevro, go to Settings > Integrations, find the Microsoft Teams card, click Disconnect, then Connect again with the same (now properly licensed) account.

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Messages Not Appearing in Teams

  • Verify the correct Team and Channel are selected in the AIP’s HITL configuration
  • Check that the connecting account is still a member of the target Team
  • Try disconnecting and reconnecting Teams in Cevro

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Connection Expired

If the Teams connection stops working after a period of time, the OAuth tokens may have expired. Fix: Disconnect Teams in Settings > Integrations (Microsoft Teams card), then reconnect by clicking Connect again.