Overview
Thread’s Microsoft support comes in two connectors:- Microsoft 365 — a per-user connection that lets Thread send email as your Outlook account and lets agents read Outlook mail for context.
- Microsoft Teams — an org-wide connection to one of your Teams, so Thread can create customer channels and post messages where your team already works.
Microsoft 365 (Outlook)
Each person connects their own Microsoft account — the connection is per-user, not org-wide.What it powers
- Email sending — emails Thread sends on your behalf go out through your connected Outlook account, from your real address, with replies landing in your inbox.
- Email reads for agents — agents can list, search, and read Outlook messages to pick up customer context (read-only).
Connect Microsoft 365
1
Navigate to Connectors
In Thread: Connectors → Microsoft 365 → Connect.
2
Sign in and approve
Sign in with your Microsoft 365 account and accept the requested permissions (send mail, read
mail, basic profile).
3
Admin consent (if required)
Some organizations require an admin to approve new applications. If you see “Approval
required,” share the consent link with your Microsoft 365 admin; once they approve, everyone in
the org can connect without individual approval.
Microsoft Teams
The Teams connector is org-wide: an admin connects it once and picks the Team Thread works in.What it powers
- Customer channels — Thread can create channels in the connected Team, so each account gets a place for updates.
- Message delivery — Thread posts updates and notifications into Teams channels.
- Directory lookups — agents can list teams, channels, and members, and look up users by email.
Connect Teams
1
Navigate to Connectors
In Thread: Connectors → Microsoft Teams → Connect. Sign in with an account that can
consent for the Team.
2
Select your Team
The setup flow lists the Teams you have access to — pick the one Thread should use for customer
channels and delivery.
Teams message delivery is newer than its Slack counterpart, and Teams tools are being rolled into
the default agent toolset gradually. If a Teams capability you need isn’t showing up for your
agents, contact support.
Troubleshooting
Connection requires admin consent
Connection requires admin consent
Your organization requires admin approval for new applications. Share the consent request link
with your Microsoft 365 Global Administrator; after they approve, reconnect.
Emails not sending
Emails not sending
Confirm your Microsoft 365 connection is still active on the Connectors page — a revoked or
expired connection shows an error state. Reconnecting issues fresh tokens. Also verify the
account can send mail directly from Outlook.
Teams messages not appearing
Teams messages not appearing
Check the Teams connection status on the Connectors page and confirm the target channel exists
in the connected Team. If the Team was archived or the consenting account lost access,
reconnect from a current admin account.
Security
- OAuth tokens are stored encrypted in a vault and refreshed automatically; disconnecting revokes Thread’s access.
- Email reads are read-only; sending happens as the connected user, so recipients see your real address.
- Teams access is bounded by the Team you selected at setup.
If you’d rather send guide email from a shared org domain than from individual mailboxes, see
Email domain.
Next steps
Connectors overview
How connectors scope what agents can see and do.
Guide channels
How guides use email alongside SMS and voice.