# Communication channels

Nexthink Communication channels enable IT teams to automate communication with employees through the Microsoft Teams application.

{% hint style="info" %}
Depending on your current licensing model, this capability may require an additional license. Contact your Nexthink representative for more information
{% endhint %}

### Communication channel for Spark

Configure a communication channel to allow access to the Spark application in Microsoft Teams. This enables employees to resolve issues through an AI-driven IT agent that leverages device context and Nexthink DEX data. Spark can execute IT-approved diagnostic and remediation actions when applicable.

Refer to the [Setting up and managing Spark](https://docs.nexthink.com/platform/user-guide/spark/setting-up-and-managing-spark) documentation for more information on Spark configuration.

Log in to Nexthink Community to read more about [Spark Teams app security and architecture.](https://docs.nexthink.com/security/product-security/spark-teams-app-security)

### Communication channel for Worflows

Configure a communication channel to send notifications and ask questions to employees within workflows. This enables:

* **Non-disruptive, asynchronous communication**: Employees can respond when it suits them.
* **User-friendly**: Uses Microsoft Teams, a familiar and widely adopted platform.
* **Single channel**: Provides a centralized history for tracking and reference.

This capability complements existing campaign mechanisms:

* **Collaboration tool messages**: Best for non-urgent information or self-help workflow questions.
* **Campaigns**: Ideal for critical communications, surveys or urgent remediations.

Refer to the[ Message thinklet](https://docs.nexthink.com/platform/user-guide/workflows/creating-workflows/configuring-thinklets) documentation for more information.

## Prerequisites <a href="#prerequisite" id="prerequisite"></a>

To enable a communication channel via the Nexthink Microsoft Teams application, ensure you:

{% stepper %}
{% step %}
**Collect User Principal Name (UPN)**

* Use the Collector Option to gather the UPN for each user in clear text. Refer to the [Configuring Collector level anonymization ](https://docs.nexthink.com/platform/getting-started/nexthink-collector/collector-overview/configuring-collector-level-anonymization)documentation for more information.
  {% endstep %}

{% step %}
**Get Azure Tenant ID**

* Obtain your Azure Tenant ID, which is required for configuring the application in Nexthink. Refer to the[ Microsoft Documentation](https://learn.microsoft.com/en-us/entra/fundamentals/how-to-find-tenant) to learn more about how to find your Microsoft Entra tenant ID.
  {% endstep %}

{% step %}
**Verify permissions**

* Ensure you have the necessary permissions to install custom applications in your Microsoft Teams environment. Refer to the [Microsoft Documentation](https://learn.microsoft.com/en-us/microsoftteams/teams-custom-app-policies-and-settings) to learn more.
* Liaise with your Microsoft Teams Administrator to verify the installation process for custom applications in your organization.
  {% endstep %}
  {% endstepper %}

## Accessing Communication channels

1. Select the **Administration** module from the main menu.
2. Select **Communication channels** under the **Integrations** section.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-58f80554633a4b69afa518217fbcefd591464568%2FWF-00144.png?alt=media" alt="Communication-channel"><figcaption></figcaption></figure>

## Managing Communication channels

The table on the Communication Channels page contains the following fields:

* **Name:** Name of communication channel
* **Channel:** Type of communication channel

Hover over the communication channel to reveal icons on the right side of the selected item:

* Click **Edit** to open the configuration page.
* Click **Delete** to delete the communication channel.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-0c0e2abbf71da172a0a4ce5684128e3f941ef047%2FChannels-0012.png?alt=media" alt="Managing-channels"><figcaption></figcaption></figure>

{% hint style="info" %}
If you delete the communication channel, employees cannot use the Nexthink Teams application. In this case, you must uninstall the application from all employee devices in your organization.
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## Creating a new communication channel

To configure the communication channel:

1. Go to **Administration > Communication Channels**.
2. Click **New channel configuration** in the top-right corner of the **Communication Channels** administration page.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-7da765ce4f5d3f819d83a5366e8915fb57f24587%2Fimage.png?alt=media" alt=""><figcaption></figcaption></figure>

1. Enter the configuration details in the input fields:
   * **Name**: Assign a unique name to the communication channel.
   * **Entra ID**: Select the Microsoft Entra ID connector for this configuration.
   * **Tenant of the selected Entra ID**: The system displays the Tenant ID associated with the selected Entra ID connector.
   * **Welcome Message**: Write the message users see each time they install the application.
2. **Save** to create the new communication channel. Once saved, install the [custom application package](#installing-application).

{% hint style="info" %}
A single Microsoft **Tenant ID** can only be associated with one Nexthink tenant, meaning:

* Multiple Nexthink tenants—e.g., development and production—require separate Microsoft Tenant IDs to configure communication channels successfully.
* A single Nexthink tenant can include users from different Microsoft Tenant IDs under multiple communication-channel configurations. In these cases, the system automatically selects the correct channel based on each user’s UPN.
  {% endhint %}

## Installing application

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To ensure proper user mapping between Microsoft Teams and your Nexthink tenant, [set up a new communication channel](#creating-a-new-communication-channel) in Nexthink before installing the related application package.
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Once you have configured a new communication channel, install the custom application package for your organization's Microsoft Teams application:

1. Log in to Nexthink Community to download the custom Nexthink application package from [Nexthink Infinity Release notes > Downloads](https://edocs.nexthink.com/nexthink-infinity/infinity-release-notes#nexthink-microsoft-teams-app).
   * Pick either the Nexthink Microsoft Teams App for Spark or for Workflows, depending on your use case.
   * Do not extract the `.zip` file; keep it compressed.
2. Install the Nexthink application package as a `.zip` file manually in your organization’s Microsoft Teams environment.

Refer to the[ Microsoft Manage custom apps](https://learn.microsoft.com/en-us/microsoftteams/teams-custom-app-policies-and-settings) documentation for more information.