Disconnect Microsoft Teams
To disconnect your Microsoft Teams tenant from Ravenna, contact our support team at support@ravenna.ai. Include your organization name and Azure AD tenant ID in your request.Troubleshooting
Bot doesn't reply when @-mentioned
Bot doesn't reply when @-mentioned
Causes:
- Ravenna isn’t installed in the team that owns the channel.
- The team’s resource-specific consent (RSC) wasn’t granted at install time.
- Re-install the Ravenna app at the team scope (not just the channel).
- Ask a team owner to perform the install. RSC requires owner consent.
Bot only sees @-mentions, not every message
Bot only sees @-mentions, not every message
Cause: The
ChannelMessage.Read.Group RSC permission is missing for the team.Solution: Re-install the Ravenna app to the team. RSC is granted at install time and cannot be added retroactively without re-install.OAuth fails with a consent error
OAuth fails with a consent error
Cause: The signing-in user can’t grant tenant-wide admin consent.Solution: Ask a Microsoft 365 global administrator (or someone with the Cloud Application Administrator role) to complete the connect flow, or have an admin pre-consent in Entra Enterprise applications.
Tickets aren't appearing in a connected request channel
Tickets aren't appearing in a connected request channel
Causes:
- The channel isn’t actually connected (no
ChatChannelmapping). Confirm by @-mentioning the bot. If the connect-flow card appears, the channel isn’t mapped. - The connected Ravenna Channel has no agent assigned and no auto-routing rules.
- Run the connect flow again from an @-mention.
- Check Channel settings in Ravenna to confirm queue, agent, and routing configuration.
Outbound updates aren't reaching Teams
Outbound updates aren't reaching Teams
Causes:
- The bot token couldn’t be acquired. Check the integration’s logs for
MISSING_BOT_CREDENTIALS. - The conversation’s
serviceUrlis missing. Ravenna defers to the Graph path in this case, which is not yet enabled.
- Reconnect the integration so the conversation reference is rebuilt next time the user posts.
- Contact support if the issue persists.
A user is missing from Ravenna after using Teams
A user is missing from Ravenna after using Teams
Cause: Ravenna provisions users on first interaction. A user who has only read messages in a channel won’t be provisioned.Solution: Have the user @-mention the bot or post in a connected channel. Ravenna will provision them from Microsoft Graph at that point.
Deep links to Teams aren't appearing on tickets
Deep links to Teams aren't appearing on tickets
Cause: The ticket originated from a 1:1 chat or group chat. Teams doesn’t expose a reliable public deep-link format for these, so Ravenna omits the link rather than producing a broken one. Channel-message tickets always get a deep link.