# Teams

Coheso’s Teams integration allows your team to interact with the Coheso's AI Assistant directly in Teams. Business users can get immediate answers to routine questions or submit new requests without leaving their Teams workspace. The platform’s AI will automatically handle simple inquiries by referencing company-specific documents, and it will route more complex issues as formal requests to the legal team. This documentation explains how the Teams integration works and how to use it effectively.

#### Public Channel Behavior <a href="#public-channel-behavior" id="public-channel-behavior"></a>

In public Teams channels, you need to mention the Coheso Agent ( `@Coheso Agent`) to engage it. Teams only notifies the agent in a channel when it’s tagged, so tagging the agent is necessary to trigger its response. Once mentioned, the agent will read your message and determine the appropriate action (whether to answer a question or create a request) based on your query. After the agent replies, you can continue the conversation within that thread without needing to tag `@Coheso Agent` again.

> **Tip:** Always include **`@Coheso Agent`** when you want help in a channel. The agent won’t see or act on channel messages unless it’s mentioned by name.

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### Automatic Intent Classification (Default Behavior)

When you mention the Coheso Agent (either by tagging it in a channel without a specific command), the agent will automatically classify your intent. It analyzes your message to decide whether you’re asking a question or making a request, and then routes it to the correct workflow:

* **Q\&A path:** If your message looks like a question or ask for information, the agent will treat it as a query and provide an answer (using the Q\&A workflow described below).
* **Request path:** If your message describes a task, issue, or something that needs action/tracking, the agent will treat it as a request and initiate the request creation workflow.

For example, if you say “@Coheso Agent What is our policy on data retention?”, the agent detects a question and will attempt to answer it from your documents. If you say “@Coheso Agent I need approval for a new vendor contract”, the agent interprets that as a request and will create a request ticket.&#x20;

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### Using Commands (ask and request)

For explicit control over your requests, Coheso’s Teams app provides commands to override automatic intent detection. You can use these commands in any channel where the Coheso app is available:

* **`-ask [your question]`** – Use this command to ask the Coheso agent a question. The agent will treat your input as a Q\&A inquiry, regardless of phrasing.

<figure><img src="https://884777593-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FD84w3terWhKatUge0A5O%2Fuploads%2FLhqR82ropOBWDdu8Venu%2FScreenshot%202026-02-28%20at%2012.43.06%E2%80%AFAM.png?alt=media&#x26;token=e1a49475-8648-46cc-98cf-26afaa0c6d13" alt="" width="563"><figcaption></figcaption></figure>

* **`-request [request description]`** – Use this command to create a new work request. The agent will skip trying to answer directly and will log the request into the Work Management System (WMS) for the legal team to handle, using the description you provided.

<figure><img src="https://884777593-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FD84w3terWhKatUge0A5O%2Fuploads%2FkSMjrbT5623tKQtA5y94%2FScreenshot%202026-02-28%20at%2012.40.30%E2%80%AFAM.png?alt=media&#x26;token=c2220204-ee23-49cb-b752-5bd50a762e31" alt="" width="563"><figcaption></figcaption></figure>

Once submitted, the command will invoke the Coheso agent to perform the specified action. The agent’s response will appear in the channel where you used the command.

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### Question & Answer Workflow (Q\&A)

When the agent identifies a query (either through automatic classification or because you used `-ask`, it enters the Q\&A workflow to provide you with an answer. In this mode, the Coheso agent will search your organization’s Coheso knowledge base - the documents and files that have been uploaded to the Coheso platform. It then generates an answer grounded in those sources.

The Q\&A response is posted in Teams directly in the thread where you asked the question. You’ll see the Coheso Agent’s reply appear with the answer text. From there, you can read the answer and click the provided link if you need to view the full context of the source material. You can continue the conversation by asking follow-up questions in the same thread.

<figure><img src="https://884777593-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FD84w3terWhKatUge0A5O%2Fuploads%2FQK3rN4C3BaMBqsutxjbE%2FScreenshot%202026-02-27%20at%2010.37.12%E2%80%AFPM.png?alt=media&#x26;token=baa2d442-a541-4806-bec9-959c5aa46f84" alt="" width="563"><figcaption></figcaption></figure>

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### Request Creation Workflow

When the agent determines that a request needs to be created (either via the user explicitly using -`-request` or through automatic classification), it will initiate the request creation workflow.&#x20;

Depending on your organization’s settings (configured by power users in the integration settings on the chat interface), the agent will handle request submission in one of two ways:

* Via intake form: The agent will provide a link to an intake form for the user to complete.

<figure><img src="https://884777593-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FD84w3terWhKatUge0A5O%2Fuploads%2FBsBeYxriJowBoOwt7Drs%2FScreenshot%202026-02-27%20at%2010.26.55%E2%80%AFPM.png?alt=media&#x26;token=e7b7b42a-26ce-411c-abf4-64b375474fed" alt="" width="563"><figcaption></figcaption></figure>

* Automatic submission: The request will be created immediately using the details provided in the original message.

<figure><img src="https://884777593-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FD84w3terWhKatUge0A5O%2Fuploads%2F1cv8oAR6fEre1qcjaxCd%2FScreenshot%202026-02-27%20at%2010.39.24%E2%80%AFPM.png?alt=media&#x26;token=421f726e-7562-40fb-a517-92b99a0f5866" alt="" width="563"><figcaption></figcaption></figure>

This workflow connects Teams to Coheso’s Work Management System. Once the request is created, the associated Teams thread is linked to that request in WMS. Any subsequent replies in that Teams thread are automatically synced as comments in the WMS, visible to the legal team. Likewise, comments made by legal team members (power users) in the WMS will sync back into the Teams thread. This two-way sync keeps both sides aligned. After submission, the legal team manages the request directly within the WMS.

> Once a request is created, users can continue the conversation within the same Teams thread by mentioning @Coheso Agent to receive follow-up assistance related to the existing request. The agent can also be triggered from within the WMS by mentioning @Coheso Agent in comments, allowing continued agent support within the context of an ongoing request.

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### Automatic Intake Form Prefill

When the Teams integration initiates a draft request and directs you to an intake form, the form will now be automatically pre-filled with relevant details from your Teams conversation. This means that the content of your Teams message (and any pertinent context from the thread) is used to populate key fields of the request form. As a result, you can submit requests faster without having to manually fill out the information.

#### Enabling or Disabling Intake Form Prefill

This auto-prefill feature can be turned on or off in your Request Settings. If the feature is disabled, the Teams request workflow will revert to the standard behavior, providing a  intake form that requires you to fill in all details manually. You can re-enable the feature at any time via the settings toggle to restore automatic form prefilling.&#x20;

<figure><img src="https://884777593-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FD84w3terWhKatUge0A5O%2Fuploads%2FJhtQWYGsjjJdw8aVXGfy%2FScreenshot%202026-02-27%20at%2010.43.43%E2%80%AFPM.png?alt=media&#x26;token=c9dcf8c7-f8e9-405b-9994-455cae71b997" alt="" width="563"><figcaption></figcaption></figure>
