The Chattermill app for Microsoft Teams does two things:
Workflows post alerts, new responses and scheduled reports to a Teams channel.
The Chattermill agent answers questions about your customer feedback in a private chat, in channels and in group chats.
Both use the same app and the same setup.
Before you start
In Chattermill, you need permission to manage integrations.
In Microsoft Teams, you need a Teams admin. Chattermill is not in the Teams Store yet, so only an admin can add it to your organization. Ask your Chattermill contact for the app package (a
.zipfile).To use the agent, your Chattermill project needs to be enrolled in Lyra Agent Early Access. Ask your Chattermill contact.
Set up
Setup has two parts. You can do them in either order.
1. Connect your Microsoft organization in Chattermill
Go to Settings → Integrations → Microsoft Teams.
Click Connect account.
Sign in with your Microsoft work account. If your browser blocks the sign-in window, allow pop-ups for Chattermill and try again.
Chattermill uses this sign-in only to confirm which Microsoft organization you belong to. It does not get access to your mail, files or calendar.
Until the app is in a team, Settings shows Integration not complete.
2. Add Chattermill to Microsoft Teams
A Teams admin does this in the Microsoft Teams admin center:
Go to Teams apps → Manage apps and click Upload new app. Upload the Chattermill package. Chattermill is now available to everyone in your organization under Apps → Built for your org.
Select Chattermill, click Add to team, choose the team workflows should post to, and click Apply.
After step 1, people can also add the app themselves from Apps → Built for your org → Chattermill: a team owner can add it to a team, anyone can add it to a group chat they are in, and anyone can open a private chat with it.
Back in Chattermill, Settings → Integrations → Microsoft Teams now shows the connected team. This can take up to a minute.
Permissions
When Chattermill is added to a team or a group chat, Teams asks for permission for it to read messages there. This lets the agent read the earlier messages in a thread or chat when someone @mentions it, so it can answer in context. The permission applies only to that team or chat. If your organization doesn't let users grant this, a Teams admin has to add the app to each team or chat.
Send workflows to a Teams channel
Workflows post to the team chosen in step 2. If Chattermill is in more than one team, workflows use the first one it was added to.
Create or edit a workflow.
Add the Microsoft Teams action.
Choose a channel, and write a message if you want one.
Use Test to send a sample message, then save the workflow.
Only standard channels are listed. Chattermill cannot post workflows to private or shared channels.
Ask the Chattermill agent
The agent answers questions about your customer feedback, such as:
What's driving NPS this month?
Summarise the main complaint themes from the last 7 days.
Which themes moved most since last quarter?
It answers from your Chattermill project, using only the data you already have access to. Answers are AI-generated, so check anything you plan to act on.
Connect your Chattermill account
The first time you ask a question, the agent sends you a Connect Chattermill button in a private chat.
Click Connect Chattermill and sign in to Chattermill.
Check the confirmation page. It shows your Chattermill account and your Teams account. Click Connect only if both are yours.
Go back to Teams. The agent answers your question.
Your Chattermill account must use the same email address as your Microsoft work account, and belong to the Chattermill organization connected in step 1. You do this once. If the connection expires, the agent sends you a Reconnect Chattermill button.
In a private chat
Open Chattermill from your apps in Teams and ask a question.
Follow-up questions continue the same conversation.
To start over, say new or click New conversation under an answer.
To ask about another project, click Switch project under an answer. The agent uses that project until you start a new conversation.
In channels and group chats
@mention Chattermill with your question. The agent replies in the thread.
Mention it again in the thread for a follow-up.
A thread uses the Chattermill account of the person who started it. Only that person can switch its project or start it over.
If you haven't connected your account yet, the agent sends you the link privately.
Change the connected team
This applies to workflows only.
In Teams, remove Chattermill from the current team.
Add it to the new team, as in step 2.
Then update each workflow that posts to Teams so it uses a channel in the new team.
Disconnect
In Settings → Integrations → Microsoft Teams, click Disconnect account. Workflows stop posting to Teams and the agent stops answering. To remove the app completely, also remove Chattermill from your teams and chats in Microsoft Teams.
Troubleshooting
What you see | What to do |
Integration not complete in Settings | Chattermill is not yet in a team. Do step 2, or ask your Teams admin to. |
A team owner can't upload the app | Only a Teams admin can upload it while Chattermill is not in the Teams Store. |
The channel you want is missing from a workflow | Make sure it is a standard channel in the connected team. |
A workflow can't find its channel | The channel was deleted or the connected team changed. Choose another channel. |
The agent says Chattermill isn't connected to your Microsoft organization | Do step 1, or ask a Chattermill administrator to. |
The agent says you don't have access to the Lyra Agent | Ask your Chattermill contact to enroll your project in Lyra Agent Early Access. |
The agent can't connect your account | Sign in with your work Chattermill account that uses the same email as your Microsoft account. |
The agent can't message you privately | Open a chat with Chattermill, say hi, and try again. |
Need a hand? Email [email protected].