Configuring Employee Navigator in the Microsoft Teams chat

As an administrator, configure Employee Navigator to integrate with Microsoft Teams, so employees can easily ask workplace-related questions or manage service requests directly from their communication platform. This integration, powered by BMC HelixGPT, streamlines the management of workplace tasks and provides guided responses in a familiar conversational interface, saving time. The links provided in the chat responses direct users to the native application, offering convenient access.

Scenario of accessing Employee Navigator via Microsoft Teams

Allen, a DWP administrator with HelixGPT admin permissions, configures Microsoft Teams as a communication channel. With this integration, employees like Britney can use Employee Navigator chat to handle workplace tasks through MS Teams, their main conversation platform.

Britney, an HR coordinator, is attending her team’s daily scrum on Microsoft Teams. During the meeting, she notes two pending tasks:

Ask about the standard process of providing company assets for a new hire.
Check the approval status of a training budget request.

She accesses the Employee Navigator chat via MS Teams and quickly completes both action items, keeping her momentum in the workday by handling workplace tasks directly from the interface that she uses every day.

Supported use cases

The Microsoft Teams integration supports the following use cases for Employee Navigator:

Get the targeted answers for workplace queries.
Supports text input.
Search for knowledge articles, service requests, approvals, To-dos, and service health items.
Offer links to submit a service request.
Update a service request by adding comments, attachments, or canceling.
Manage approvals.
Summarize responses.
Provide feedback on responses.

Limitations

In the Microsoft Teams interface, responses from Employee Navigator are not presented in a table format. Instead, they are displayed as a bulleted list with relevant inline links. The key details provided are consistent with those delivered in the native BMC Helix Digital Workplace end-user console.
The following use cases are not supported in Employee Navigator chat via Microsoft Teams:
- Voice and image input types
- RTF comments or attaching files to comments in service requests
- Welcome message
- Connecting with a live agent as a fallback option

Process overview

MS Teams

Before you begin

The supported agent for the Microsoft Teams integration is Employee Navigator Supervisor - MS Teams. For more information, see Out-of-the-box skills in BMC Helix Digital Workplace.
To learn more about how Employee Navigator Supervisor agent works, see Configuring Employee Navigator Supervisor agent.
The supported models are Azure OpenAI—GPT-4.1, Azure OpenAI—GPT-4.1 mini, and GCP Vertex—Gemini 2.5 Flash. For more information, see Models in BMC HelixGPT.

Important

Before making changes to any out-of-the-box configuration, you must copy the agent and then edit it. For more information about cloning an agent, see Creating and managing agents by using the Agent Studio wizard.

Task 1: Create a Microsoft Teams bot and application

To create a Microsoft Teams bot and application that accesses the Employee Navigator agent, see Creating a Microsoft Teams bot and application.

Task 2: To configure the Employee Navigator agent in the Microsoft Teams chat

To learn how to integrate Microsoft Teams as a communication channel with the BMC applications, see Adding Microsoft Teams as a communication channel.

As an administrator, log in to the HelixGPT Agent Studio.
Select the BMC Helix Digital Workplace from the Applications list.
Select the skill from either of the following options:
- You can select the out-of-the-box supported skill: Employee Navigator for Helix - MS Teams.
  The Employee Navigator Supervisor - MS Teams agent is configured out of the box for this skill.
- You can select a custom skill that you have created and proceed with the next steps.
  For more information about creating a custom skill, see Creating and managing skills.
Click the Channels tab.
Click Add Channel.
The Add Channel dialog box is displayed.
Select Microsoft Teams from the Channel list.
Click Add.
The Add Channel dialog box is displayed.

Set the appropriate values in the Add Channel dialog box:

Field name	Value
Name	Employee Navigator for Helix - MS Teams
Description	Employee Navigator for Helix - MS Teams
Microsoft Bot ID	The Bot ID of the Bot you have configured in the Microsoft Developer Portal.
Microsoft App Password	Value of the Client secret field of the Bot you have configured in the Microsoft Developer Portal.
Webhook URL	The endpoint address you have configured in the Microsoft Developer Portal.

Click Save.

The following image shows the agent configuration interface:

Click here to view the agent configuration interface.

Click here to view the channel configuration interface.

Click here to view the interface of adding channel.

Result

The following image shows the Employee Navigator chat accessed through the Microsoft Teams interface.