Microsoft Teams Presence Integration in Chime

Chime now offers seamless integration with Microsoft Teams presence—eliminating the need for agents to manually update their availability. With this feature enabled, agent status in Chime dynamically reflects their activity in Teams, such as when they’re in a meeting, away, or available. The result is more accurate routing and a smoother experience for both agents and customers.

Smarter, Real-Time Agent Availability

In traditional Chime setups, agents manually toggle their availability status. While effective, this method can introduce delays or inconsistencies when agents forget to update their status—leading to routing issues or missed opportunities.

The Teams presence integration addresses this by directly syncing agent status from Microsoft Teams. Chime continuously polls Microsoft Graph for presence data, automatically adjusting an agent's availability based on their real-time activity in Teams. This ensures presence in Chime stays aligned with what’s actually happening.

Enabling Teams Presence Integration

To get started, the Teams presence feature must be enabled in Chime under:

Admin → Configuration → Features
Look for ChimeV5.TeamsPresence and toggle it on.

Once enabled, Chime needs to connect to Microsoft Azure through a registered app. This app will use the Microsoft Graph API to retrieve user presence and profile data.

In Microsoft Entra ID, create a new App Registration, set it as Single Tenant, and proceed without a redirect URI. After registering the app, navigate to API Permissions, and add:

• Presence.Read.All

• User.ReadBasic.All
  (Admin consent must be granted for the tenant.)

Next, generate a Client Secret under Certificates & Secrets. Be sure to record both the secret Value and Expiration Date, as you won’t be able to retrieve the value later.

With the Azure app ready, collect the following values:

• Tenant ID

• Client ID

• Client Secret

• Client Secret Expiration Date

• App Display Name

These values are entered in Chime under:

Admin Dashboard → Chime Settings → Teams Presence

After saving the credentials, use the Test Credentials button to confirm everything is working as expected.

Enabling Sync for Agents

With the global setup complete, the final step is enabling presence syncing for individual agents. This can be done either by agents themselves or by managers on their behalf.

Agents simply navigate to their Agent Dashboard, go to Settings, and check the option to enable Teams presence integration. Once saved, their status indicator in the top-right corner will display:
“Presence synced with Teams.”

Managers can enable this for their agents via the Manage People section. After selecting an agent to edit, they can enable Teams presence in the agent’s settings and save the update. Once the agent logs in, they’ll see their Teams presence reflected in Chime.

A Better Way to Manage Availability

With Microsoft Teams presence integration, Chime provides a smarter, more reliable way to manage agent availability—reducing manual updates and improving routing accuracy. Once configured, this integration works quietly in the background, helping your team stay connected, responsive, and aligned with their real-time activity.