Nexly Agents is an AI customer service agent that also works in Microsoft Teams. B2B clients, partners, installers and field technicians write to it in Teams and get answers only from your approved knowledge base, with the source, 24/7 and in their language. When the agent does not know, it hands the conversation to a person from your team.
Why customer support in Microsoft Teams
Many B2B relationships already run in Teams: distributors, installers, service partners and key accounts talk to your team there every day. Asking them to open a website chat or send an e-mail for a technical question adds friction. An AI agent for Microsoft Teams meets them in the tool they already have open.
Most AI customer service tools focus on website chat, e-mail and consumer messengers. Teams is usually missing or treated as an internal helpdesk channel. Nexly Agents treats Teams as a customer channel on equal terms with the website, WhatsApp, Messenger, Telegram, Signal, Slack and e-mail.
What the AI agent does in Teams
- Answers questions from your documentation, manuals, offer and FAQ, and points to the source of every answer.
- Says openly when the answer is not in your knowledge and hands the conversation to a person with full context, for example as a ticket in Zoho Desk or Jira.
- Speaks the user’s language: 8 languages within one instance.
- Uses the same knowledge base and rules as on your website and in other channels, so partners get the same answer everywhere.
- Sends every Teams conversation to the same panel as other channels: ratings, sources, export and quality tests.
- Feeds conversation insights: analyst agents report what partners ask about most, which information is missing and what to fix.
Typical use: technical support for installers and partners
In one deployment, a manufacturer of technical systems gave the agent 2,108 pages of technical documentation. Installers and service technicians ask about configuration, parts and error codes and get answers only from approved documents. Questions the documentation does not cover go to the manufacturer’s support team with the whole conversation. Offering the same agent in Microsoft Teams means partners who already work there do not have to switch tools.
The same setup works for distributors asking about availability and terms, for key accounts with a shared Teams channel, and for service partners who need a quick answer outside office hours.
One agent for Teams and every other channel
You do not build a separate bot for Teams. One Nexly Agents agent with one knowledge base serves Microsoft Teams, Slack, website chat, e-mail, WhatsApp, Messenger, Telegram and Signal. Your team maintains one source of truth, and conversations from all channels land in one messages center with queues and assignment to team members. See one AI agent for every channel.
Data, security and GDPR
Answers are limited to sources you approve, links are clickable only for domains you allow, and a separate guard filters manipulation attempts. Personal data is processed under a GDPR data processing agreement (DPA) that names where data is processed and which subprocessors are involved. Personal data is masked in conversation analytics, technical logs are deleted after 90 days, and a self-hosted deployment is available. More on security and GDPR.
How deployment works
- Free demo of the agent on your own website, prepared after you share the address.
- The Nexly Lab team prepares your knowledge (documents, pages, Q&A) and a set of control questions.
- The agent is connected to Microsoft Teams and the other channels you choose.
- Every change of the agent goes through the same quality test; you see the score for each question.
- A working agent on your knowledge in 2–3 weeks from receiving the materials.