Microsoft Teams

Version 1.0 · Last updated 2026-08-10

Context

Microsoft Teams doubles as the calling and meeting hub for many organizations, so a customer’s message there often sits next to the same call history and shared files as the rest of the relationship, not just a chat log. Unless’s AI agent answers inside that same Teams environment, in the channels or chats you configure.

It’s one agent across acquisition, retention, expansion, and support, so someone reaching out in Teams is recognized whether this is their first message or their tenth.

When a conversation needs a person, the agent hands off with full context attached, so whoever picks it up in Teams isn’t asking the customer to repeat themselves.

Key benefits

• Sits next to the rest of the relationship: Because Teams is also where many organizations hold their calls and meetings, your agent’s answers land in the same place as that history, not a separate support tool.
• Handoff with full context: When a person is needed, the conversation passes to your team with the whole history attached.
• Signals from everyday conversations: Buying, retention, and upsell signals the agent spots in Teams route to your team, not into a channel nobody is watching.

How does it work?

Unless answers inside Microsoft Teams, tracking one profile per customer across their journey, spotting signals to route to your team, and handing a conversation to a person with full context when it needs one.

Install instructions

Once at the Integrations tab of your Unless dashboard, you can select “Configure” for the Microsoft Teams integration. This will open a popup where you can connect Microsoft Teams and set up the channel.