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The Teams Chat Bridge connects a Microsoft 365 user account in your tenant to Regentra. When a client messages that account in Teams, Regentra reads the chat through Microsoft Graph and creates a ticket. Replies your technicians post on the ticket are sent back into the same Teams chat as that support user.

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What it provides

  • Real human identity — Clients message a real Teams user, not a bot
  • Graph-scoped access — Read-and-send only; Regentra cannot rename chats, change members, or modify any chat
  • Federation aware — Built-in checker for cross-tenant chat eligibility

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Setup

1

Choose the right account

Pick a licensed Microsoft 365 user that you want clients to chat with. Most MSPs use a dedicated mailbox like support@ or helpdesk@. The account must have a Teams license and should be a shared one so the connection isn’t lost when staff turn over. Avoid using a personal account.
2

Open Settings → Integrations

Find the Teams Chat Bridge card under Chat Platforms, expand it, and click Connect Teams Chat.
3

Sign in as the support user

A Microsoft sign-in window opens. Sign in with the support account you chose above (not your own admin account). Microsoft asks the user to grant the following Graph permissions:
  • Chat.Read — list the user’s chats
  • ChatMessage.Read — read message contents
  • ChatMessage.Send — send replies as the user
  • offline_access — refresh tokens so polling keeps working
  • User.Read — read the support account’s display name
There’s no Chat.ReadWrite or rename/membership scope in the request.
4

Verify the connection

Once consent is granted, you’re bounced back to the Integrations page and the card shows Connected with the support account’s email. Polling for new messages starts on a 5-minute cron.

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How it works

  1. A user at the client tenant starts a Teams chat with your support account.
  2. Every 5 minutes, Regentra polls Microsoft Graph for new messages on the support user’s chats.
  3. The first inbound message in a new chat creates a ticket; the contact is matched to the client by Entra tenant ID. Subsequent messages on the same chat are appended as ticket replies.
  4. When a tech replies inside Regentra, the reply is sent back to the chat as the support user.

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Verify client federation

Cross-tenant external chat in Teams is governed by External Access on both your tenant and your client’s tenant. If either side blocks external messaging, the client’s Teams app silently drops messages to your support account. On the Teams Chat Bridge card, click Verify Client Federation. Regentra checks each client organization with a known Entra tenant ID and reports:
  • Connected — federation is allowed both ways. Messages will work.
  • Blocked — one side has external access disabled or is blocking the other tenant. Use the manual PowerShell / Admin Center steps shown on the card to reach the client’s admin.
  • Unknown — Microsoft Graph couldn’t determine the federation state (commonly because the client tenant ID is wrong or hasn’t been set on the client record).

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Frequently asked questions

Regentra Bot is a Microsoft Teams app published by Regentra — clients install it from the Teams Apps store and chat with the bot. The Teams Chat Bridge is the opposite: clients chat with a real human at your support account, and Regentra reads/writes those conversations through Graph. Use the bot when you want a self-service flow; use the bridge when clients are already used to messaging your support address.
If your tenant requires admin consent for new apps, the support user (or your tenant admin) needs to consent on first use. Once granted, the consent is recorded and re-used. The scopes requested are the minimum needed — no rename, members, or chat-modify permissions.
Yes, but it’s not recommended. If the person leaves and the account is deleted, the integration breaks and clients lose chat history with you. Use a shared support mailbox.
Polling stops immediately. Existing tickets and chat history are kept. Reconnecting (even with a different support account) resumes polling on the connected account’s chats.
Yes. All Graph API calls run over TLS, and Regentra stores access/refresh tokens encrypted at rest with AES-256-GCM.
The poller runs every 5 minutes by default. New chats and inbound messages appear in Regentra within that window. Outbound replies (tech → client) are sent immediately when the tech posts in Regentra.
Either your tenant or theirs has External Access locked down. The fix is on the blocking side: in Teams Admin Center → Users → External Access, allow your domain (or theirs). The card shows a PowerShell command and Admin Center path you can send to the client’s IT admin.