Introducing Brainfish for Microsoft Teams

Introducing Brainfish for Microsoft Teams

Quick answer

Brainfish for Microsoft Teams is now generally available. Internal teams can @mention the Brainfish bot in any configured Teams channel and get a sourced, cited answer in-thread, without leaving the conversation. The integration extends the @mention-to-answer pattern Brainfish has been running in customer Slack channels for months. Threaded follow-ups work without re-mentioning. Admins control which channels the bot can post in. Teams activity is attributed separately in the Brainfish analytics dashboard. Brainfish also ingests and synthesizes the team's recorded calls and meetings (Microsoft Teams meetings, Zoom, Loom, Avoma, Gong) into the same searchable knowledge layer, so @mentions can surface context from past conversations ("what did we discuss on the last call about pricing?") alongside documents and tickets. Configurable from Brainfish admin settings; enterprise Teams-native organisations can be live the same day. Equivalent capabilities for Intercom and Freshdesk are on the roadmap. Brainfish for Microsoft Teams launched on June 8, 2026.

Why this matters

Internal teams should not have to leave the place they work to get product answers. That principle has shaped how Brainfish thinks about every surface we ship into. It is the reason Brainfish appears in customer Slack channels, inside the helpdesk console, inside the product, and now inside Microsoft Teams.

The pattern most enterprise support, success, and sales teams know all too well: a question comes up in a Teams thread. The answer exists somewhere. In the knowledge base. In a past ticket. In a product doc. In a Slack thread from three weeks ago. To find it, someone has to leave the conversation, tab to a different surface, search, possibly fail, possibly find the wrong answer, then come back and paste a link. The 20-minute thread that should have been a 20-second answer.

Multiply that pattern across every internal team that needs product answers, every day, and the cost is significant. Faster support response, sales follow-up, and customer success depend on closing this gap. Until today, Brainfish closed it for customer Slack channels. From today, Brainfish closes it for Microsoft Teams.

What Brainfish for Microsoft Teams does

Six capabilities ship today.

1. @mention-to-answer in configured Teams channels

In any channel where Brainfish has been added by an admin, an @mention triggers the bot to read the message, retrieve grounded knowledge from the team's configured sources, and post a cited answer in-thread. The answer surfaces with source attribution: the document, ticket, or playbook the answer came from, with a link to verify. No copy-paste. No external search. The answer appears inside the conversation.

2. Threaded follow-ups without re-mentioning

Once Brainfish has answered, follow-up questions in the same thread do not require another @mention. The bot reads the thread context and responds to the next question naturally. This matters because the way internal teams actually use product answers is iterative: "how do I do X?" followed by "what about Y?" followed by "is Z related?" The bot stays in the conversation.

3. Helpful / Not Helpful feedback per answer

Every answer carries thumbs-up and thumbs-down controls. Feedback feeds the Brainfish content operations layer: "Not Helpful" answers cluster automatically, surfacing coverage gaps the content team can close upstream. The Teams surface becomes a continuous signal of what knowledge is missing, in production, from the channel where it is actually needed.

4. Admin-controlled channel scoping

Admins choose exactly which channels the bot is active in. No tenant-wide chatbot. No surprise posts in sensitive threads. Channel scoping respects Microsoft Teams permissions natively, so existing access controls remain authoritative. The decision of "where can this bot speak" is an admin decision, not a default.

5. Separate Teams activity attribution

All Teams activity (questions asked, answers served, feedback received, coverage gaps surfaced) is attributed separately in the Brainfish analytics dashboard. Support leaders running both Slack and Teams can compare surfaces, understand where their teams are asking questions, and measure the impact of the knowledge layer per channel. The data is structured for cohort analysis, not buried in a generic event stream.

6. Synthesizes team calls into askable knowledge

Brainfish ingests recorded calls and meetings (Microsoft Teams meetings, Zoom recordings, Loom videos, and call intelligence tools like Avoma, Gong, and Fireflies) and synthesizes the transcripts into the same retrieval index that powers @mention answers. The practical effect: when a teammate asks "what did we agree on the last pricing call with Acme?" in a Teams channel, Brainfish answers from the actual call transcript with citation back to the moment in the recording. Meeting decisions stop disappearing into recordings nobody re-watches. The knowledge layer treats a call transcript the same as a help-center article, a past ticket, or a product doc: searchable, citable, and current.

How it works inside Microsoft Teams

For an internal user, the experience is intentionally simple. A question arises in a channel. The user types @Brainfish what's our refund policy for annual subscriptions? and hits enter. Within a few seconds, the bot replies in-thread with the answer plus a citation to the specific document or ticket the answer came from. The user verifies the source in one click if they want to, or moves on.

For an admin, configuration happens in the Brainfish admin panel. The Teams integration is enabled, the bot is added to selected channels through the standard Microsoft Teams app installation flow, knowledge sources are configured (Brainfish reads from helpdesk Knowledge Base content, product docs, past tickets, internal playbooks, and other connected sources), and any guardrails (intent restrictions, content boundaries) are set. The integration uses Microsoft Teams' standard bot framework, so existing tenant security and governance apply.

For a content operations team, the Teams surface generates the same observability data as every other Brainfish surface. Coverage gaps cluster automatically ("the bot answered 17 questions about plan limits this week and 6 were marked Not Helpful, suggesting plan-limit documentation needs an update"). Drift detection flags articles that contradict newer information from connected sources. The Teams channel becomes part of the content feedback loop, not just an answer surface.

What changes for internal teams

For support agents, the practical effect is faster ticket triage and fewer manual lookups. An agent fielding a question in a Teams thread does not have to leave to find the answer. The answer arrives in seconds, cited, in the conversation. Handle time on internal escalations drops.

For customer success managers, the same pattern applies to internal channels where CSMs help each other answer customer questions. Instead of pinging a senior CSM with a question that will sit for an hour, the question gets answered in-thread by Brainfish reading the same knowledge base the senior CSM would have referenced.

For sales reps, internal product questions that previously required interrupting a product manager or engineering lead now get answered in the rep's Teams workspace directly. Response time to prospects improves because the rep is not waiting on a human approval loop for a documented answer.

For new joiners, onboarding becomes lighter. New employees in their first weeks ask the most product questions. Brainfish answers them inside the team's Teams channel without making the new joiner feel like they are pestering colleagues.

For support leaders, the analytics surface shows where Teams-native knowledge questions are concentrating. That data shapes content investment, training prioritisation, and content gap closure.

For everyone (call recall), recorded calls and meetings stop being write-once-read-never artifacts. A sales rep can @mention Brainfish in a Teams thread and ask "what did Acme push back on in our last call?" The bot surfaces the relevant transcript moment with citation. A CS manager can ask "what did the customer commit to on the QBR last week?" and get a sourced answer in seconds. Meeting outcomes become searchable knowledge instead of disappearing into the recording archive.

How to enable it

For existing Brainfish customers, the Microsoft Teams integration is available today in the Brainfish admin panel under Integrations → Microsoft Teams. Connection takes minutes via the standard Microsoft authentication flow. After the bot is added to selected channels (admin choice), @mention answers begin working immediately. Most teams are live in under an hour.

For teams not yet on Brainfish, deployment from contract to Live Agent Handoff in production is typically 1 to 2 weeks, including the underlying Brainfish knowledge layer setup, content source connections, and Teams configuration.

Full setup walkthrough: see Brainfish + Microsoft Teams

What's next

Microsoft Teams launches as the second surface in the Brainfish @mention-to-answer pattern, after Slack. The same pattern, native to Intercom Fin and Inbox, Freshdesk Freddy, and other enterprise messaging surfaces is on the roadmap. Specific timing for each surface will be announced as each reaches general availability.

The direction is consistent: Brainfish wherever the question gets asked. Internal teams should not have to leave the surface they work in to find product answers. Teams is the next chapter of that thesis. The chapters after are already being built.

Bring Brainfish into your Microsoft Teams channels.

→ See Brainfish in Teams