How to Integrate Papo with Microsoft Teams

To receive a notification in Microsoft Teams every time a customer starts a conversation in a specific inbox in Papo (https://papo.global/), you must configure a Flow that triggers a Webhook to a Teams incoming connector. This keeps your support or sales team alert in real time, without needing to constantly monitor the platform.

The integration uses Microsoft Teams Incoming Webhooks and Papo Flows to turn a new conversation into an instant alert. Without complex code, you choose the inbox, customize the message content, and ensure no one misses an important lead or ticket.

How it works — step by step

1. Get the Webhook URL in Microsoft Teams

In the Teams channel where you want to receive alerts, click … (more options) and select Connectors. Search for Incoming Webhook and add it. Configure a name (e.g., “Papo Alerts”) and, if desired, an image. Copy the generated URL — it will be used in the Papo Flow.

2. Create a new Flow in Papo

In the Papo dashboard, go to the Flows module and create a new flow. Give it a name that identifies the notification, such as “New conversation alert in Teams”.

3. Configure the trigger

Add a Trigger node and define that the flow should start when a New conversation arrives. Choose the specific inbox (for example, the WhatsApp number, Instagram, or another connected channel) that should generate the alert. You can filter by message type or channel, depending on your support structure.

4. Add the Webhook action

After the trigger, insert an Action node and select Send Webhook (or the equivalent option available in the Flows module). Fill in the main fields:

• URL: paste the Teams connector URL obtained in step 1.
• Method: keep it as POST.
• Payload: define the content that will be sent. Teams accepts a simple JSON with the text field or an Adaptive Card. Example of a simple payload with conversation variables:

{
  "text": "New conversation from {{contact.name}} in inbox {{inbox.name}}: {{message.text}}"
}

You can use variables such as {{contact.name}}, {{message.text}}, and {{inbox.name}} to customize the message. For a richer card, see the Teams Adaptive Cards documentation and build the corresponding JSON.

5. Activate the Flow and test

Save and activate the flow. To test, send a message to the configured inbox — for example, talk to your own WhatsApp number connected to Papo. Within seconds, the notification should appear in the Teams channel. If it doesn't arrive, check:

• Whether the flow is active and the execution log in the Flows module shows no errors.
• Whether the webhook URL is correct and accessible.
• Whether the payload is in the format accepted by Teams (plain text or a valid Adaptive Card).

Who this integration is useful for

• Support teams that use Microsoft Teams as their communication hub and need immediate alerts about new tickets.
• Sales teams that monitor incoming leads in specific channels, such as a campaign WhatsApp inbox.
• Operations with multiple channels that want to consolidate notifications in one place, without switching between tabs.
• Managers who track the volume of new conversations in real time directly in the Teams corporate environment.

Frequently asked questions

Do I need to have an incoming connector configured in Teams before using the Flow?

Yes. You need to add the “Incoming Webhook” connector to the desired channel and copy the generated URL. This procedure is done directly in Microsoft Teams, outside Papo.

Can I send the exact content of the customer's message in the alert?

Absolutely. Inside the payload of the Webhook action, you can include dynamic variables such as the conversation text, contact name, and channel, building a rich, contextual notification. Teams accepts both plain text and formatted cards.

What happens if the request to Teams fails?

The Flow will log the error. You can add failure handling actions, such as sending an email or creating an internal task, to ensure the team does not miss the critical alert.

Is it possible to send notifications to different Teams channels depending on the inbox?

Yes. Simply create a separate Flow for each inbox and point it to the connector URL of the desired Teams channel. This way, support conversations go to one channel, and sales leads to another.

How do I test without disturbing the team?

After activating the flow, use a test contact — such as your own personal number — and send a message to the configured inbox. Confirm that the notification appears only in the designated channel. You can delete the test flow after validating.

Is there an additional cost to use Webhooks in Papo?

The Flows and Webhook sending features are included in Papo plans. Detailed information about limits and subscriptions is available on the website.

Read also

• How to receive real-time events from Papo via Webhook (outbound)
• Automation Rules vs. Flows: when to use each feature in Papo

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