> ## Documentation Index
> Fetch the complete documentation index at: https://helpdocs.getthread.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Microsoft Teams 2.0 FAQs

> FAQs on Thread's Microsoft Teams Service App, including how contacts create tickets, send messages, add CCs, and use embedded Messenger or native Teams DMs.

## **What is the Microsoft Teams Service App?**

<Frame>
  <iframe src="https://www.loom.com/embed/04101d54abed41e6b86f051578ab3ad7" width="100%" height="400" allowfullscreen />
</Frame>

Thread’s Microsoft Teams Service App allows contacts to create and manage support requests directly within their organization’s Teams environment—eliminating the need to send emails or call support.

It’s the most popular way Thread Partners enable chat-based support for end customers.

## Frequenly Asked Questions

### **How does chatting in the Microsoft Teams Service App work?**

Contacts can create and manage support requests in two ways:

* **Messenger Embedded Application**
* **Native Teams Direct Messages (DMs)**

<Tabs>
  <Tab title="Messenger Embedded Application">
    <Frame>
      <iframe src="https://www.loom.com/embed/520b86be1d4c47cc9e051e348b98401f" width="100%" height="400" allowfullscreen />
    </Frame>

    <Steps>
      <Step title="Find the service provider's app">
        Contacts can find the service provider’s app by searching in the **View more** section of the Teams app menu or clicking on the pinned app.
      </Step>

      <Step title="Chat or create a request">
        From the app page, they can interact with open threads or create new requests using the **Chat** or **Request** button.
      </Step>
    </Steps>
  </Tab>

  <Tab title="Native Teams DM">
    Contacts can start a new request, review existing ones, and chat with their service team via Teams DMs.

    <Frame>
      <iframe src="https://www.loom.com/embed/c53157b36620493ea29f3bfb84978567" width="100%" height="400" allowfullscreen />
    </Frame>

    To start a thread:

    <Steps>
      <Step title="Start a new chat with the service provider">
        Contacts can navigate to **Chat** > **New Chat**, search for the service provider (e.g., *Thread Service*), and send a message.
      </Step>

      <Step title="Respond to the Service Bot options">
        The **Service Bot** will respond, offering options to open an existing request or create a new one. If no active requests exist, a new one is created automatically.
      </Step>

      <Step title="Continue in the generated Group Chat">
        Once a request is created, the Service App generates a **Group Chat** titled with the request ID and summary, where all messages between the contact and service team are stored.
      </Step>
    </Steps>
  </Tab>
</Tabs>

<AccordionGroup>
  <Accordion title="Will my service team see messages and attachments sent in a Group Chat?">
    Yes! All messages, images, and files sent in a Group Chat are added to the thread conversation in Inbox and synced with the PSA ticket.
  </Accordion>

  <Accordion title="What happens if a contact adds a teammate to a Group Chat?">
    The new participant is automatically added as a **CC’d contact** in both the thread and the PSA ticket. If a contact leaves the chat, they are removed from both.
  </Accordion>

  <Accordion title="What happens if a contact starts a video or audio call in a Group Chat?">
    Currently, this functionality isn’t supported in Inbox, and calls won’t appear as messages. Video and audio call support is on our roadmap—let us know if it’s valuable to you!
  </Accordion>
</AccordionGroup>


## Related topics

- [Magic Analytics FAQs](/analytics/faqs.md)
- [Automate PSA Scheduling with Microsoft Bookings](/integrations/microsoft-bookings-integration-for-psa-scheduling.md)
- [Using Thread Planner: How-To Guides and FAQs](/inbox/using-planner.md)