1:1 chats with the Ravenna bot are not yet supported in the Teams beta. DMs sent directly to the bot are ignored. Use a connected request channel instead. DM support is on the roadmap.
Where you can chat with Ravenna
Connected request channels
Post a message in any channel that’s connected to a Ravenna request channel. The Agent picks the message up automatically and replies in the thread.
Channel @-mentions
@-mention @Ravenna to summon the Agent explicitly. The bot mention is stripped before the message is processed so it doesn’t appear in your ticket.
Set up the AI Assistant
1
Connect Microsoft Teams
Complete the Microsoft Teams setup so the Ravenna bot is installed in your tenant.
2
Attach an Agent to a channel
Open the Ravenna channel you want the Assistant to operate in and attach an Agent. The Agent’s prompt, tools, and knowledge configuration determine how Ravenna responds in Teams.
3
Connect a request channel
Connect the Teams channel where you want the Agent to be available by @-mentioning @Ravenna and completing the connect flow. See Setup.
Conversation patterns
Ask a question
Ask a question
Send a message in a connected request channel. The Agent responds in the same thread using its configured knowledge.
Create a ticket from a chat
Create a ticket from a chat
If the Agent can’t answer, it will offer to create a ticket. Confirm via the card action and the ticket is created and routed to the right Channel.
Attach files or screenshots
Attach files or screenshots
Drag and drop files into your message before sending. The Agent reads supported attachments (PDFs, images, text files) and uses their contents to answer or to prefill form fields when creating a ticket.
Working-on-it signal
Working-on-it signal
While the Agent is composing a response, Ravenna posts a temporary “thinking” Adaptive Card so users know work is in progress. The card is replaced once the final response is sent.