Service Itsm Teams Employee Agent Configure

Configure the Embedded Agentforce Employee Agent in Microsoft Teams

Make the embedded Agentforce agent ("IT Service Employee Agent") actually reply inside the Microsoft Teams ITSM custom client ("Salesforce Employee Assist" → "Ask AI Agent"). The Teams custom client loads a Messaging-in-App-and-Web (MIAW) deployment at runtime by its esDeveloperName, which is hard-wired to Teams_AgentForce in committed Core config (service-cloud-requestor-agent-miaw.configuration.json / the Teams app manifest) — so the Embedded Service Deployment must be named exactly Teams_AgentForce and cannot be renamed per-org.

This is the hardest, most under-documented part of Teams ITSM. The full build-from-scratch recipe — verified live against a real org — lives in:

→ references/teams-embedded-employee-agent.md

Execute one step at a time. These steps make real, state-changing API calls. Run a single operation, show its result, confirm it succeeded, then proceed — do not batch multiple setup calls into one parallel block.

Scope

• In scope: Building the MIAW channel + deployment the Teams custom client loads entirely via API (zero Setup-UI clicks) — a Web Enhanced-messaging channel with User Verification ON (auth mode = Auth) backed by an Enhanced Chat User Verification Key Set (PublicKeyCertificateSet, type JWKS_URL, endpoint <Org>/id/keys, issuer = Employee Site URL), the Teams_AgentForce custom-client Embedded Service Deployment, and an Omni-Flow routing flow whose routeWork action targets a real, Active Agentforce Employee Agent. Creating and assigning the Agent Access permission set that grants the portal user access to the agent (the step that makes it actually reply). Verifying the token/routing chain end to end via API and diagnosing the "joined then left / no reply" symptom.
• Out of scope: Enabling the Teams feature Salesforce Go page toggle and Azure/SSO/Named-Credential setup (service-itsm-teams-configure). Creating the employee portal/site (experience-portal-create). Fixing the Agentforce agent's own GenAI planner / Omni-Channel presence / capacity only after the auth-ON + Key Set chain and Agent-Access-assigned are all confirmed and the session still stays queue-owned with no agent reply — that residual case is an agent-runtime concern owned by the Agentforce Employee Agent team (see the "joins then leaves" section in the reference).

Prerequisites

• Teams ITSM feature enabled and the employee portal site live (run service-itsm-teams-configure and experience-portal-create first). You need the Employee Site URL (e.g. https://<org>.my.site.com/empPortal) and the org's My Domain URL.
• A real, Active Agentforce Employee Agent exists (SELECT Id FROM BotDefinition WHERE Type='InternalCopilot' AND AgentType='AgentforceEmployeeAgent', with an Active BotVersion). If none exists, create it first — enabling the service-cloud-it-service-employee-agent Go feature may auto-provision it, but that is not guaranteed (verified: in one org the feature enabled but provisioned nothing). The reliable way to deploy it is service-itsm-agentic-setup-employee-agent-configure (which reads the shipped Employee template's Agent Script and creates + publishes + activates the agent as an NGA-native bundle); the equivalent underlying path is the ITSM Connect agent-templates install + activate against EmployeeCopilot__AgentforceEmployeeAgent. Deploy the agent first, then run this skill to embed it in Teams. See the "Prerequisite: the IT Service Employee Agent must exist" section in the reference for both paths and their gotchas.

The causes of "agent joins then leaves" (read this before building)

The agent replies only when the whole chain is intact — missing a link produces the classic "agent joins the conversation, then leaves, no reply" symptom. All are fixable in this skill:

This reverses an earlier version of this skill that told you to turn User Verification OFF and never attach a Key Set. That was diagnosed on a build that flipped auth ON but forgot the Key Set, so the Teams client used the unauthenticated endpoint and hit "Set the auth mode to false." The verified, product-blessed fix is auth ON + a JWKS_URL Key Set (screenshot-confirmed live), which puts the client on the authenticated token flow the channel expects.

If the agent still won't reply after auth-ON + Key Set, Agent-Access-assigned, and the ESD created+published are all confirmed, delegate to service-itsm-teams-debug (its AGENTFORCE pass/fail checklist walks the full token/routing/ESD/agent chain) before escalating to the Agentforce Employee Agent team (agent Omni presence / capacity / GenAI planner) as the last resort. In the verified org, fixing the fixable causes above was sufficient.

Verified recipe (summary — 100% API, zero manual steps; full XML + calls in the reference)

Deploy in this order — Key Set first, then the channel that references it, then the ESD. All deploys use an isolated sfdx-project.json at --api-version 67.0. Run one step at a time.

1. Enhanced Chat User Verification Key Set — Metadata-deploy a PublicKeyCertificateSet with <type>JWKS_URL</type>, <jwksEndPoint> = <Org_Url>/id/keys, <jwtIssuer> = the Employee Site URL. Directory must be PublicKeyCertificateSet/, suffix .PublicKeyCertificateSet-meta.xml. (JWKS_URL is the endpoint-URL mode; Jwks is the uploaded-key mode and rejects a URL.)
2. Messaging channel, deployment type Web, domain = the Employee Site URL — Metadata-deploy a MessagingChannel (messagingChannelType=EmbeddedMessaging) whose sessionHandlerFlow = the routing flow that targets the IT Service Employee Agent and sessionHandlerQueue = the fallback queue (e.g. chatqueue). Turn User Verification ON and link the Key Set in one block: <embeddedConfig><authMode>Auth</authMode><messagingAuthorizations>…publicKeyCertificateSetName…</messagingAuthorizations></embeddedConfig>. Then activate the channel (MessagingChannel.IsActive=true) before publishing the ESD. The routing flow + fallback queue are prerequisites — if Route_To_MIAW_AEA was template-installed it ships with placeholder ids (repoint them); if none exists, author one. The sfdc_livemessage Omni service channel is standard/pre-existing (query, don't create). See the reference §A/§E/§F.
3. Create the Teams_AgentForce Embedded Service Deployment (ESD) — the deployment the Teams client loads by esDeveloperName. Metadata-deploy an API-type ESD named exactly Teams_AgentForce whose <messagingChannel> references the channel from step 2, then publish it via POST /services/data/v67.0/connect/embeddedservice/embeddedserviceconfig/publish/<esdId> ({} → isSuccess:true; the publish route is v67.0). See reference §C/§D. If this ESD is missing, login works but the agent never replies — verify with SELECT Id FROM EmbeddedServiceConfig WHERE DeveloperName='Teams_AgentForce' (Tooling).
4. Create a permission set (e.g. "Agent Access") enabling the IT Service Employee Agent and assign it to the portal user (RBAC grant — confirm before assigning). See reference §G.
5. Retest from a brand-NEW Teams chat — existing sessions stay bound to the old deployment.

Do not use POST /connect/service-itsm/createMessagingChannel — it forces its own defaults; build the channel yourself so you control the flow/queue/dev-name and the exact auth + Key Set wiring. See the reference for the exact API bodies, object names, verification queries, and the full gotchas index.

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