Teams app not appearing

“I uploaded the .zip but agents don’t see the tab”

Cause: in Teams Admin Center, the app uploads but defaults to Blocked until you change its state.

Fix: in Manage apps, find PointOfContactAI in the list. Click it. Set State to Allowed.

”The app is Allowed but doesn’t appear in agents’ Teams”

Cause: the app needs to be pinned via a Setup Policy to show up automatically in the left rail. Otherwise agents have to manually add it.

Fix: in Teams Admin Center → Setup policies → Global (or a custom policy for your support team). Under Pinned apps, click + Add apps and add PointOfContactAI. Save.

New Teams sessions see the change immediately. Existing sessions need a Teams restart (or up to 24 hours).

”Agents see the tab but get ‘Sign-in failed’”

Cause: the AAD app wasn’t created OR its details aren’t set as app settings on the customer Function App. This happens when the install consent prompt’s Graph permission was declined.

Fix: run node scripts/create-aad-app.mjs --stack-name {your-stack} from a checkout of the repo and set the resulting env vars per the Teams app setup guide.

”Some agents work, others get ‘Unauthorized’”

Cause: the failing agents may be guests (B2B) in your tenant. The Teams SSO token format differs — upn is mangled to local_origindomain.com#EXT#@hosttenant.onmicrosoft.com. The token validator unwraps this correctly in v1.1+.

Fix: confirm you’re on the latest customer-runtime version (see dashboard footer). If older, contact support to schedule a re-deploy.