Microsoft Teams integration — outbound notifications to a channel

Microsoft Teams rides the same notification path as Slack, with the message rendered as an Adaptive Card instead of Block Kit. It is an outbound alert feed into a channel — nothing more, and the limits below are worth reading before you plan around it.

What it does

Five events leave Oneop and arrive in your Teams channel as an Adaptive Card:

• a ticket is created,
• a ticket is resolved,
• a chat conversation is escalated to a human,
• a deal moves to a new pipeline stage,
• an invoice becomes overdue.

The card carries a colour-coded title (accent, good, warning or attention depending on the event), the detail line, a FactSet of the relevant fields, and an Open URL action linking back to the record when the workspace has a public URL configured.

Delivery never blocks the operation that triggered it. A Teams outage means a missing card in the channel, not a failed ticket.

What flows, in which direction

• Outbound only. Oneop → Teams, over the incoming webhook you supply.
• Nothing comes back. Teams sends nothing to Oneop. There is no inbound endpoint, so replies, mentions and card interactions in Teams do not reach the platform.
• The webhook URL is stored per workspace in the integrations table.

Setup

Create an incoming webhook on the Teams channel you want the alerts in, then paste the URL into Oneop. It must begin https://outlook.office.com/ or https://webhook.office.com/; anything else is rejected. Oneop posts a test Adaptive Card before saving, so an unreachable or invalid webhook fails at connect time rather than going quiet later. Disconnecting removes the stored webhook, and the same domain allowlist is re-checked at dispatch time.

What it does not do

• There is no Teams app and no OAuth or app-manifest install. You paste a webhook URL; Oneop is not published in the Teams app store and requests no Microsoft Graph permissions for this.
• No two-way messaging. A reply in the Teams channel goes nowhere. Agents cannot answer a customer from Teams, and a Teams thread is not a conversation record.
• No bot, no commands, no message extensions, no meeting or SharePoint/OneDrive integration. The card’s link action is the only interactive element.
• Teams is not a support or chat channel. Oneop’s customer-facing channels are web chat and email, exactly two.
• No per-event or per-channel routing. One webhook per workspace, all five events, one channel — no filtering and no @-mention targeting.
• The five events above are the complete list. Nothing else in the platform dispatches to Teams.
• This is separate from the Microsoft 365 integration, which covers sign-in and per-rep Outlook mail. Connecting one does not connect the other.

Related module and plan notes

What you actually receive depends on which modules you run — invoice-overdue cards need Finance, which is off until you ask for it. Oneop’s own in-app notifications remain the primary channel: permission-resolved recipients, per-user preferences and a real-time WebSocket push. The Teams card is an echo of selected events, not a replacement.

Slack works identically, through the same dispatcher.