Microsoft 365 Connection

The Microsoft 365 connection enables your Horizon agents to work with Outlook (email and calendar), Microsoft Teams, OneDrive, and SharePoint through the Microsoft Graph API.

Prerequisites

Before connecting Microsoft 365 to Horizon, ensure you have:

• A Microsoft 365 subscription (Business Basic, Business Standard, Business Premium, or Enterprise).
• An Azure Active Directory (Entra ID) account with permissions to consent to third-party applications, or a Global Administrator who can grant admin consent.

Setting Up the Connection

1. Navigate to Workspace > Connections and click + Add Connection.
2. Select Microsoft 365 from the integration list.
3. Click Sign in with Microsoft. You will be redirected to Microsoft’s OAuth consent page.
4. Sign in with your organizational Microsoft account.
5. Review the permissions Horizon is requesting. If admin consent is required, an Azure AD admin must approve.
6. Click Accept to grant access.
7. You will be redirected back to Horizon with the status set to Connected.

Note

Some permissions require admin consent in Azure AD. If you see a message stating “Needs admin approval,” contact your Azure AD Global Administrator to approve the Horizon application from the Azure Portal under Enterprise Applications.

Permissions and Scopes

Horizon requests Microsoft Graph API permissions based on the services you enable:

Outlook

• Mail.Read — read the user’s email.
• Mail.Send — send emails on behalf of the user.
• Calendars.ReadWrite — read and write calendar events.

Teams

• ChannelMessage.Send — send messages to Teams channels.
• Chat.ReadWrite — read and send chat messages.
• Team.ReadBasic.All — list teams the user belongs to.

OneDrive

• Files.ReadWrite — read and write files in the user’s OneDrive.
• Sites.Read.All — read SharePoint site data.

What Agents Can Do

With the Microsoft 365 connection, agents can:

• Manage email — read, search, compose, and send Outlook emails. Archive or flag messages.
• Schedule meetings — create, update, and cancel calendar events. Check attendee availability.
• Post to Teams — send messages to Teams channels, reply to threads, and participate in chats.
• Access files — read and create files in OneDrive and SharePoint document libraries.
• Search across Microsoft 365 — find emails, files, events, and messages using natural language.

Teams Bot Integration

When you enable the Teams integration, Horizon can optionally install a bot in your Microsoft Teams environment:

1. The bot appears as a contact in Teams that users can message directly.
2. It can be added to specific Teams channels to monitor conversations and respond to mentions.
3. Users can interact with Horizon agents through Teams without leaving their collaboration tool.

To install the Teams bot, toggle Enable Teams Bot in the connection settings after completing the OAuth flow.

Tip

The Teams bot is ideal for allowing non-technical team members to interact with Horizon agents in a familiar chat interface.

Connection Settings

After connecting, configure these options from the connection detail panel:

• Enabled services — toggle which Microsoft 365 services agents can access (Outlook, Teams, OneDrive).
• Default Teams channel — the channel where agents post messages when no specific channel is provided.
• Email alias — if the connected user has multiple email aliases, specify which one agents should send from.

Troubleshooting

Issue	Resolution
”Needs admin approval” error	An Azure AD admin must grant consent for Horizon in the Azure Portal.
Cannot send Teams messages	Verify the bot is installed in the target channel and ChannelMessage.Send is consented.
Calendar events not syncing	Check that Calendars.ReadWrite scope is granted and the connected account has a valid Exchange Online license.
Connection shows Expired	Microsoft tokens expire periodically. Click Re-authorize to refresh.

Disconnecting

To remove the Microsoft 365 connection, click Remove Connection in Horizon. To also revoke consent at the Azure level, go to Azure Portal > Enterprise Applications > Horizon and remove user/admin consent.