The Microsoft Teams application connects Sprinklr with Microsoft Teams to keep user data, agent availability, and voice workflows synchronized across both platforms. It enables Admins to import Teams users into Sprinklr, map users by email, and define rules for two‑way status synchronization.

Agent availability updates automatically reflect across systems, for example, agents on a Sprinklr call appear busy in Teams, and agents in a Teams meeting appear unavailable in Sprinklr. This ensures accurate routing, prevents interaction conflicts, and allows agents to handle voice interactions across platforms without disrupting their workflow.

This guide explains how to integrate Microsoft Teams with Sprinklr to enable user synchronization, presence updates, and cross‑platform workflows.

Prerequisites

Ensure that you have the following permissions in place before installing the Microsoft Teams application:

• A Microsoft Teams environment with Global Administrator access

• Sprinklr Global Admin access

• Access to the Sprinklr Marketplace

• Permission to configure integrations in Sprinklr

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Required Microsoft Graph Permissions

The integration requires the following Microsoft Graph permissions:

• User directory access

• Group membership retrieval

• Presence read and write

• Real-time availability synchronization

Steps to Configure Microsoft Teams Integration

Follow the steps below to configure Microsoft Teams integration with Sprinklr.

Step 1: Install the Microsoft Teams App

• Open Sprinklr Marketplace from the launchpad.

• Search for MS Teams in the Available Apps section.

• Select the app and click Install. You are redirected to the Install Microsoft Teams window.

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• Configure the following fields on the screen.

  1. App Name: Enter a name to identify the integration.

  2. Description (Optional): Enter a brief description of the integration.

• Click Next to save your app details.

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You are then redirected to the Add User screen. Click the Add User button and follow the steps in the next section to complete authentication.

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Step 2: Authenticate with Microsoft

After saving the app details, Sprinklr redirects you to Microsoft to complete authentication.

• On the Microsoft sign‑in screen, enter the email address of a Microsoft account with Global Administrator access, and select Next.

• Enter the account password and select Sign in.

• When prompted with the Permissions requested screen, review the permissions requested by the Sprinklr Service application. These permissions are required to:

  • Read user profiles and group memberships

  • Read and write presence information

  • Maintain access to granted data

• Select Accept to grant consent for your organization.

After authentication is complete, you are redirected back to Sprinklr. The Microsoft Teams app is automatically registered in Microsoft Entra, and the required permissions are configured. No additional setup is required in Microsoft Entra. You can now proceed with configuring users and status synchronization for the integration.

Step 3: Configure User Import

After authenticating with Microsoft, configure how Microsoft Teams users are imported into Sprinklr.

• In the Install Microsoft Teams screen, select Users from the left navigation. Use the Import Users screen to define which Microsoft Teams users are imported into Sprinklr for the integration.

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• Click the Import Users button on the Users tab, a modal opens with the User Type option.

• User Type: This dropdown lets you choose the scope of users to import from Microsoft Teams. Choose the option as per your requirement.

• All Microsoft Users: Imports every user from your Microsoft Teams environment into Sprinklr. Any new users added to Microsoft Teams are automatically included during future syncs.

• All Members from Microsoft User Groups: Imports only users who belong to specific Microsoft Teams groups. This option gives you more control by limiting the integration to selected teams or departments.

• Save your selection to start the user import process.

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What Happens After Selection

• Sprinklr starts importing users based on the selected option.

• Imported users become available for:

  • User mapping

  • Status synchronization

  • Cross‑platform voice calling

• User data is kept up to date through periodic synchronization.

After completing user import, proceed to Status Mapping to configure how availability is synchronized between Microsoft Teams and Sprinklr.

Step 4: Configure Status Mapping

The Status Mapping section lets you define how agent availability is synchronized between Microsoft Teams and Sprinklr. Status mapping rules apply only to users who are successfully mapped between the two platforms.

Microsoft to Sprinklr Mapping

Enable Microsoft to Sprinklr Mapping to sync status changes from Microsoft Teams into Sprinklr.

In this section, you map:

• Microsoft Status → Sprinklr Status

For example:

• When an agent is Available in Microsoft Teams, they can be mapped to Live Chat Available in Sprinklr.

This mapping ensures that an agent’s activity in Microsoft Teams (such as meetings or calls) is accurately reflected in Sprinklr, helping prevent agents from being assigned interactions when they are unavailable.

Recommendation

Configure mappings especially for non‑available statuses to correctly represent agent occupancy.

Use the Add (+) icon to create additional status mappings as needed.

Sprinklr to Microsoft Mapping

Enable Sprinklr to Microsoft Mapping to sync status changes from Sprinklr back to Microsoft Teams.

In this section, you map:

• Sprinklr State → Microsoft Status

For example:

• When an agent enters an Idle (custom state) in Sprinklr, they can be marked as Available in Microsoft Teams.

This ensures that agent activity in Sprinklr—such as handling conversations or entering custom states—is reflected in Microsoft Teams.

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Recommendation

Configure mappings for non‑available Sprinklr states to maintain accurate availability in Microsoft Teams.

Use the Add (+) icon to define multiple mapping rules.

Synced User Status

The Synced User Status section controls how status sync rules are applied to users.

Status Sync Settings

• Apply status sync rules for all future imported users
  When enabled, the configured status mappings automatically apply to users imported in the future. This removes the need to manually configure status sync for newly added users.

Subscription‑Based Status Sync (Optional)

This option enables real‑time status synchronization by connecting a dedicated service account.

• Provides instant status updates without relying on scheduled syncs.

• Supports real‑time sync for up to 650 users per service account.

Select Service Account to add and configure a service account for real‑time synchronization.

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Step 5: Configure User Mapping

The User Mapping section lets you link Microsoft Teams users with their corresponding Sprinklr user profiles. User mapping is required to enable status synchronization and cross‑platform voice calling.

Access User Mapping

• Open the Sprinklr Marketplace.

• Go to Installed Apps and locate the MS Teams app.

• Select the User Mapping icon on the app card, or select View Details and navigate to User Mapping.

Sprinklr starts fetching imported Microsoft Teams users. This process may take some time. You will see a notification once the list is ready.

User Mapping Table

The User Mapping screen displays a list of imported Microsoft Teams users with the following columns:

• Microsoft ID (Email): The email address of the user in Microsoft Teams.

• Sprinklr ID (Profile): The mapped Sprinklr user profile. If no match is found, the status shows Unmapped.

• Status Sync: A toggle to enable or disable status synchronization for the mapped user.

• User Groups: Displays the Microsoft Teams groups associated with the user, if applicable.

• Last Modified / Created On: Shows when the mapping was last updated and when it was created.

Automatic User Mapping

Sprinklr attempts to automatically map users by matching email addresses between Microsoft Teams and Sprinklr.

• If a matching Sprinklr profile is found, the user is mapped automatically.

• If no match is found, the user remains Unmapped and requires manual mapping.

Manual User Mapping

To manually map a user:

• Locate the user with Unmapped status.

• In the Sprinklr ID (Profile) column, select the dropdown.

• Search for and select the appropriate Sprinklr user profile.

• The mapping is saved automatically.

Once mapped, the Sprinklr profile appears in the table for that Microsoft Teams user.

Enable Status Sync for Users

After mapping users:

• Use the Status Sync toggle to enable or disable status synchronization for each user.

• Only users with status sync enabled participate in availability and presence updates between Sprinklr and Microsoft Teams.

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Key Notes

• Only imported and mapped users can participate in:

  • Status synchronization

  • Cross‑platform voice calling

• You can update or disable user mappings at any time.

• Changes take effect immediately for mapped users.

The Microsoft Teams integration helps you keep user data, availability, and voice workflows aligned between Sprinklr and Microsoft Teams. By importing and mapping users, configuring status synchronization, and enabling cross‑platform calling, you ensure that agent availability is always accurate across both systems. This reduces interaction conflicts, improves routing accuracy, and allows agents to work seamlessly without switching tools. Once configured, the integration runs automatically and can be adjusted at any time to meet your operational needs.