Keep a customer escalation connected to the discussion your team is already having. Microsoft Teams tools through Composio let a Gleap Custom Agent retrieve channel messages, read their replies, and contribute to a selected thread.
Keep the thread together
The toolkit provides separate actions for listing channel messages and reading the replies to a particular message. An agent could gather an escalation thread and prepare the next update using the decisions recorded there.
A reply action can add the update to that same discussion. Define the destination and the kind of information the agent should contribute, so a customer summary reaches the people handling the issue.
Configure the channel context
Add Microsoft Teams from your custom agent’s tools and follow the connection steps. The actions available in Gleap depend on the connected account and its access.
The channel workflow uses a team ID and channel ID. Reading or replying to an existing thread also needs its parent message ID. For a shared channel, use the team that hosts the channel. Check the intended thread during setup and keep only the required actions enabled.
The Microsoft Teams toolkit reference explains those inputs. For sending Gleap ticket notifications into a channel, use the native Teams integration. Use Custom Agents when the workflow should read the discussion and contribute a specific next step.
