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Sofie MS Teams Bot - Installation Manual

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For information on how to use Sofie and its various features, check out Sofie - Rapid Awareness & Zero Level Support


To set up Sofie, you will need the following

  • Microsoft Tenant ID: This will be used to connect Sofie to your organization’s MS Teams. Your MS Teams admin will be able to help you with this step.

  • Allow installation of custom apps in MS Teams: Your MS Teams admin will be able to help you with this step.

To set up Zero Level Support specifically, you should also have the following ready:

  • Signed beta agreement

Step-by-step guide

  1. In the SoSafe Manager, go to Sofie / Zero Level Support or Sofie / Rapid Awareness (either works) and select the card Bot configuration at the top of the page. Enter your Tenant ID, select Save and then select Download manifest to download

  1. In the MS Teams Admin Center, to to Teams apps / Manage apps. Now select Upload new app, followed by Upload a custom app.

  1. In the dialog, select Upload and choose the manifest file ( you downloaded in the first step.

  1. In the menu on the left, select Setup policies. Here you can either edit an existing policy or create a new one by selecting Add.

  1. In this dialog, name your policy and add Sofie as an installed app.

  1. Still in the policy overview, select Manage users to assign users to the policy you just created.

    1. We recommend having one group policy that contains all users in your organization.

    2. If you wish to initially only roll out Sofie to a smaller cohort of employees e.g. only IT employees, you can create a policy that contains only users from your IT department (reach out to your IT department if you need help with setting up such a user group).

Important: A welcome message will automatically be sent to all users that are covered by the Sofie policy.

  1. After the installation is complete, you will start seeing a rollout progress indicator in the Manager. It shows how many end-users have been provisioned with the Sofie app in comparison to all employees enabled in the SoSafe Manager. This will help you assess the progress and effectiveness of the rollout.


Step 1


Step 2


Step 3


Step 4


Step 5


Step 7

It can take up to 48 hours until Sofie is installed for all users. This is a Microsoft limitation that we cannot influence.


  1. In the MS Teams Admin Center, go to Teams apps / Manage apps. Select the Sofie app, followed by the three dots and then select Actions and Delete.



If users do not see the Sofie app in their teams, ask them to complete the following steps:

  1. Go to Apps on the left navigation.

  2. Search for Sofie and click on it.

  3. Click the Add button.

  4. Sofie will be added to your Sidebar and greet you with a welcome message.


Open questions? Check out our other support articles or contact your Customer Success representative – they will be more than happy to assist you with any further questions.  

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