Use Employee Agents in Microsoft Teams DM

This article explains how to test and validate employee Agent Force agents using direct messages (DMs) in Microsoft Teams with the Centro app.

Prerequisites

Before testing your agents, ensure that:

• The Centro app is installed in Microsoft Teams.

• The Centro app is also installed and configured in Salesforce.

• Your employee agents are active.

• You have authenticated your user to your Salesforce org using the provided authentication path.

Once authenticated, your user will be displayed, confirming that you are ready to test agents.

Step-by-Step Guide

Step 1: Access Employee Agents in Centro

1. Open Microsoft Teams.

2. Navigate to the Centro app.

3. Locate the list of Agent Force employee agents.

Your agents will appear once they are active and your Salesforce authentication is complete.

Step 2: Choose How to Test the Agent

Employee agents can be tested in:

• Chats

• Direct Messages (DMs)

This guide focuses on testing agents using direct messages.

Step 3: Start a Direct Message with an Agent

1. Select the employee agent you want to test.

2. Choose Send to DM.

This creates a direct message