Objective

Enable employees to generate unique Microsoft® Teams video links for video appointments to be used in the Client View, Schedule, or Contact Center areas of Coconut.

Steps

Connecting Microsoft® Teams with Coconut requires setting up the integration, enabling it for users, and ensuring services are set up to include video calls as a meeting method.

There are two authentication methods available when Connecting Microsoft® Teams with Coconut:

• Delegated Permission (Service Account)

• Application Permission (Application Access Policy)

  • This is the recommended authentication method

Set up the integration using the Delegated Permission method

1. From the navigation menu, click Settings

2. From Integrations & API, click Video Calls

   • If an integration is already connected, click the + New button at the top right to add a new one

   • Important note:

     If an integration is already connected and you intend to connect more than one video call platform at the same time, you’ll need the Multiple Video Integrations add-on

     • Please reach out to your Customer Success Team to enable this feature

3. Click Microsoft Teams

4. Select Delegated Permission (Service Account) as your MS Teams authentication method

5. Select which field in Coconut contains your Microsoft Universal Principal Name (UPN); this is most often staff’s email addresses

   • NOTE: For more information on UPNs, please refer to this article

   • Hot Tip! Ensure staff’s email addresses in Coconut are the same email addresses that are used to sign in to their Microsoft accounts for a seamless experience for your employees

6. Click Continue

7. Enter your Microsoft Tenant ID

   • NOTE: For more information on how to find your tenant ID, please refer to this article

   • Hot Tip! The service account (email address) associated with the tenant ID used to complete the integration will appear as a participant in all meetings created using the integration. Create a generic service account and use that account’s tenant ID to set up the integration if you want to keep your existing service account details private.

8. Click Continue

9. Review the permissions request details and click Accept to proceed with the integration

Coconut will refresh and a success message displays.

Set up the integration using the Application Permission method (recommended)

This method makes use of Microsoft®'s OAuth 2.0 Client Credentials Flow.

You will need to be a Microsoft® Azure Admin with Privileged Role Administrator or Global Administrator rights, and have access to your organization’s Azure Tenant ID to proceed.

You will need to create or update an Application Access Policy (AAP) for the Coconut Azure client app. The AAP can be applied to individual users, user groups, or globally, depending on which allocation best serves your organization's needs.

Instructions on how to complete this process can be found in this Microsoft® Documentation. The application (client) ID required for this is provided during the Microsoft® Teams setup flow in Coconut, or in the email you received from Coconut Software regarding this update. If you cannot locate this email or the ID, please contact your primary Coconut Software administrator or Coconut Software Support.

1. From the navigation menu, click Settings

2. From Integrations & API, click Video Calls

   • If an integration is already connected, click the + New button at the top right to add a new one

3. Click Microsoft Teams

4. Select Application Permission (Application Access Policy) as your MS Teams authentication method

5. Create or update an Application Access Policy(AAP) for the Coconut Azure client app using the Coconut Application ID provided

   • Instructions on how to complete this process can be found in this Microsoft® Documentation

   

   Coconut will prompt you to configure an AAP

6. Click the checkbox to acknowledge the AAP was made

7. Click Continue

8. Select which field in Coconut contains your Microsoft Universal Principal Name (UPN); this is most often staff’s email addresses

   • NOTE: For more information on UPNs, please refer to this article

   • Hot Tip! Ensure staff’s email addresses in Coconut are the same email addresses that are used to sign in to their Microsoft accounts for a seamless experience for your employees

9. Click Continue

10. Enter your Microsoft Tenant ID and click Continue

    • NOTE: For more information on how to find your tenant ID, please refer to this article

11. Sign in using your Microsoft 365 administrator credentials

    • (ensure the account has Privileged Role Administrator or Global Administrator rights to grant tenant-wide consent)

12. Review the requested permissions and click Accept on behalf of your organization

    

13. Coconut will refresh and a success message displays.

Enable the integration for users

A list of users displayed in the Microsoft Teams dashboard in Video Calls. The account used to establish the integration displays at the top of the screen.

To enable/disable the Teams integration for a user:

1. Navigate to the user that requires changes

2. Toggle on/off the Video Calls setting for that user, based on the required change

Once the integration is configured, it can be enabled for users from the Video Calls page

Hot Tips!

• To make a mass update of all users, select the checkbox preceding the Coconut User heading

• To modify the sort order, click the arrow icon following the Coconut User heading

• To find a specific user, enter the user’s details in the search bar

• To filter the list based on whether the integration is enabled or whether the user in Coconut is a match for the Teams user, click the Filter list icon

• To increase the number of display results, navigate to the bottom of the user list, select the Rows per page drop down, and make your desired changes

Modify the video service provider for a staff member

When a video integration is enabled for the first time, it becomes the default video service provider for staff facilitating video appointments. If the default requires changing, you will need to modify the video service provider for the staff member.

To modify the video service provider for a staff member:

1. From the navigation menu, click Staff

2. Navigate to the staff member you want to modify

3. Click Profile

4. From the Video Calls Platform dropdown, select your preferred option

5. Click Save

Set services to include video calls

Services that will include the option to join by Teams link will require that video calls is an optional meeting method. To set a service to include video calls:

1. From the navigation menu, click Services

2. Navigate to the service that will include video calls as an option

3. Click More

4. From Meeting Method, select Video Call

5. Click Save

Rematch all Coconut users with Microsoft Teams users

Updates made to the UPN through Microsoft® Teams or other Microsoft apps will require manually triggering a the Rematch All Users action.

To perform the Rematch All Users action:

1. From the navigation menu, click Settings

2. Click Video Calls

   • If more than one integration is connected, open the Microsoft Teams Dashboard

3. Click Actions in the upper right of the screen

4. Click Rematch users

5. Click Rematch all users to confirm

You are returned to he Video Calls screen, where a confirmation displays once the refresh successfully completes.

Are users rematched automatically?

Coconut automatically rematches a specific Coconut user with Microsoft Teams users when:

• A new staff member is added to Coconut

• A staff member’s email or username is updated

• A staff member is assigned to a service

Reauthorize the integration

Some issues require the retrieval of a new access token to resolve. The Reauthorize action will will reauthorize your Microsoft® Teams connection and retrieve a new authorization token.

Reauthorization can be done using the Delegated Permission method, or the Application Permission method.

Reauthorize using the Delegated Permission method

Prerequisites

1. You will need to be an Microsoft Azure Admin and have access to your organization’s Azure Tenant ID to proceed.

2. You will need the username and password of the service account that is currently connected to your Coconut Teams Integration.

To reauthorize the integration

1. From the navigation menu, click Settings

2. Click Video Calls

   • If more than one integration is connected, open the Microsoft® Teams Dashboard

3. Click Actions in the upper right of the screen.

4. Click Reauthorize

5. Select Delegated Permission (Service Account) as your MS Teams authentication method

6. Enter your organization’s Azure Tenant ID

7. Click Start Reauthorization once more to start the process

8. You will be redirected to a Microsoft login page

   1. Login with the service account that is currently connected to your Coconut Teams Integration

9. You will be redirected back to the Coconut Microsoft® Teams Dashboard

NOTE: Reauthorizing the integration does not impact previously scheduled appointments that included a Microsoft® Teams video call link.

Reauthorize using the Application Permission method

Prerequisites

You will need to be a Microsoft® Azure Admin with Privileged Role Administrator or Global Administrator rights, and have access to your organization’s Azure Tenant ID to proceed.

You will need to create or update an Application Access Policy (AAP) for the Coconut Azure client app. Instructions on how to complete this process can be found in this Microsoft® Documentation. The application (client) ID required for this is provided during the Microsoft® Teams setup flow in Coconut, or in the email you received from Coconut Software regarding this update. If you cannot locate this email or the ID, please contact your primary Coconut Software administrator or Coconut Software Support.

1. From the navigation menu, click Settings

2. Click Video Calls

   • If more than one integration is connected, open the Microsoft® Teams Dashboard

3. Click Actions in the upper right of the screen.

4. Click Reauthorize

5. Select Application Permission (Application Access Policy) as your MS Teams authentication method

6. Enter your organization’s Azure Tenant ID

7. Click Start Reauthorization once more to start the process

8. You will be redirected to a Microsoft login page

   1. Login with your Microsoft 365 administrator credentials

      • (ensure the account has Privileged Role Administrator or Global Administrator rights to grant tenant-wide consent)

9. Review the requested permissions and click Accept on behalf of your organization

10. You will be redirected back to the Coconut Microsoft® Teams Dashboard

Switch authentication methods

If you have an active MS Teams integration, we recommend using the Reauthorize action to switch to a different authentication method. This ensures there is no disruption to video meetings during the switch.

If you are currently using the Delegated Permission method, follow the instructions in this article to Reauthorize using the Application Permission method.

If you are currently using the Application Permission method, follow the instructions in this article to Reauthorize using the Delegated Permission method.

Disconnect the integration

To disconnect the integration:

1. From the navigation menu, click Settings

2. Click Video Calls

   • If more than one integration is connected, open the Microsoft Teams Dashboard

3. Click Actions in the upper right of the screen.

4. Click Disconnect

5. Click Disconnect once more to confirm

NOTE: Disconnecting the integration does not impact previously scheduled appointments that included a Teams video call link.

A note on access and visibility

Admins can connect the Microsoft® Teams integration by accessing Settings.

For troubleshooting information, please refer to Microsoft® Teams Integration: FAQ