Below are the most common issues with the Microsoft Teams integration and how to resolve them. If your chat widget is not connecting to Teams, messages are not appearing, or the bot is not responding, start here.
Connection Issues
Bot not appearing in Teams after installation
Symptoms: You installed Social Intents from the Teams app store but cannot see the tab or bot in your channel.
Solutions:
- Check app permissions - Your Teams admin may need to approve the Social Intents app. Go to Teams Admin Center → Manage apps and search for Social Intents. Ensure it is marked as Allowed
- Verify the tab was added to a channel - Installing the app is not enough. You must add it as a tab to a specific channel. Go to the channel, click the + icon to add a tab, and select Social Intents
- Try removing and reinstalling - In Teams, right-click the Social Intents tab and remove it. Then add it again from the + menu
Chat widget not sending chats to Teams
Symptoms: The chat widget appears on your website, but when visitors send messages, nothing shows up in your Teams channel.
Solutions:
- Verify the widget code - Check that the JavaScript snippet on your website matches the snippet shown in your Social Intents widget settings. A mismatched widget ID means chats go to the wrong destination or nowhere
- Check the channel configuration - In widget settings, confirm the correct Teams channel is selected. If the channel was renamed or deleted, the routing breaks
- Confirm the Social Intents tab exists in the target channel - The tab must be present in the team that contains the target channel. If you removed the tab, add it back
- Check browser console - Open your website, press F12, and look at the Console tab for JavaScript errors. Network errors may indicate the widget script is blocked by an ad blocker or content security policy
Account not linking to existing Social Intents account
Symptoms: You have an existing Social Intents account but installing the Teams app created a new, separate account.
Solutions:
- Social Intents matches accounts by email address. If your Teams email differs from your Social Intents email, the system creates a new account
- Contact Social Intents support to merge the accounts manually
- If you have not set up widgets on the new account yet, you can sign out, sign in with your original credentials at socialintents.com, and connect Teams from there
Message Delivery Issues
Visitor messages not reaching agents in Teams
Symptoms: A chat starts but messages from the website visitor do not appear in the Teams channel, or arrive with significant delay.
Solutions:
- Check Teams notifications - Make sure channel notifications are enabled. Right-click the channel → Channel notifications → set to All new posts
- Check for network issues - Social Intents communicates with the Teams bot service. Corporate firewalls or proxy servers may block the connection. Ensure your network allows HTTPS traffic to socialintents.com
- Verify the agent joined the chat - Messages only flow after an agent clicks the join button in Teams. If no agent joins, the visitor is essentially in a queue
Agent messages not reaching the visitor
Symptoms: The agent types a response in Teams but the visitor does not see it in the chat widget.
Solutions:
- Confirm the agent joined properly - The agent must click the join/response button in the chat notification, not just type a message in the channel thread
- Check if the chat session is still active - If too much time has passed, the visitor may have closed the browser tab. Closed sessions cannot receive messages
- Look for duplicate messages - Social Intents includes deduplication logic. If the same message is sent within 750 milliseconds, the duplicate is suppressed. This prevents double-sends but can occasionally suppress a legitimate repeated message
Messages showing as plain text (no formatting)
Social Intents strips HTML formatting from messages passed between the chat widget and Teams. Bold, italic, and link formatting from the visitor's message may not carry over. This is expected behavior to ensure messages display cleanly on both sides.
Channel and Routing Issues
Chats going to the wrong channel
Symptoms: Chat invitations appear in a channel other than where you expect them.
Solutions:
- Check widget settings - Confirm the correct channel is selected in your widget's Teams configuration
- Check escalation routing actions - If you have AI Actions set to "Escalate Chat to Human," the target channel in those actions overrides the default channel. Review each escalation action to verify the channels are correct
- Verify channel IDs - If you entered a channel manually (instead of using the dropdown), double-check the channel ID matches the intended destination
Escalation routing not working
Symptoms: You set up escalation routing to specific channels, but all chats still go to the default channel.
Solutions:
- Verify the AI chatbot is enabled - Escalation routing requires an active AI chatbot. Without a chatbot, there is no AI to trigger the escalation action
- Check action triggers - Make sure the "When to use" field accurately describes when the action should fire. Test with messages that should clearly trigger the route
- Verify the target channel exists and is accessible - If the channel was deleted or the Social Intents tab was removed from that team, routing fails silently and falls back to the default channel
- Check for conflicting actions - If multiple escalation actions have overlapping triggers, the AI may choose the wrong one. Make each action's trigger description distinct
Bot and Notification Issues
No notification sound or banner in Teams
Solutions:
- Check Teams notification settings at the app level: Settings → Notifications
- Check channel-level notification settings: right-click the channel → Channel notifications
- Ensure Do Not Disturb mode is not active
- On mobile, check that Teams has permission to send push notifications
Bot commands not responding
Social Intents supports several bot commands in Teams (like "help," "settings," "code," "test"). If these commands are not working:
- Make sure you are messaging the Social Intents bot directly, not typing in a channel thread
- Try the command without any prefix - just type
help - If the bot does not respond at all, remove and reinstall the Social Intents tab in the channel
Widget Display Issues
Chat widget not appearing on the website
Solutions:
- Verify the code snippet - Check your page source to confirm the Social Intents script tag is present and the widget ID is correct
- Check for ad blockers - Some browser extensions block live chat scripts. Test in an incognito/private window with extensions disabled
- Check Content Security Policy - If your website uses CSP headers, ensure
socialintents.comis allowed in thescript-srcdirective - Check operating hours - If you configured operating hours, the widget may be hidden when offline. Test during configured hours or change the offline behavior to show a contact form
Performance Issues
Slow response times
If there is a noticeable delay between when a visitor sends a message and when the agent sees it in Teams:
- Check AI chatbot response time - If an AI chatbot is enabled, it processes each message before potentially sending it to Teams. Complex AI prompts or large training datasets can add latency
- Network latency - Messages travel from the visitor's browser to Social Intents servers to Microsoft's Teams bot service. Each hop adds a small amount of latency, but it should be under a few seconds total
- Teams app performance - Heavy Teams workspaces with many channels and apps can slow down notification delivery. This is a Teams-side issue
Getting Help
If none of these solutions resolve your issue:
- Check the Social Intents status page for any ongoing service disruptions
- Collect details before contacting support:
- Your widget ID
- The Teams channel name and team name
- Steps to reproduce the issue
- Any error messages from the browser console (press F12 → Console)
- Screenshots if applicable
- Contact support through the Social Intents website or your dashboard
Perguntas frequentes
Can I use Social Intents with the free version of Microsoft Teams?
Social Intents works with Teams for Business and Enterprise. The free version of Teams has limited app installation capabilities. If you are on the free tier, check whether your organization allows third-party app installations.
Does Social Intents work with Teams GCC or GCC High?
Contact Social Intents support for government cloud compatibility. Standard commercial Teams tenants are fully supported.
How do I completely remove the Social Intents integration?
Remove the Social Intents tab from each channel, then uninstall the app from Teams (Apps → find Social Intents → click the ... menu → Uninstall). Your Social Intents account and widget settings remain intact - only the Teams connection is removed.
Can I reconnect Teams after removing the integration?
Yes. Reinstall the app from the Teams app store and add the tab to your channel. Social Intents will detect your existing account (by email match) and reconnect.