Install from within Microsoft Teams
Open Microsoft Teams
Click Apps (left-hand menu)
Search for “Cognexo”
Click the app → select Add
You should be all set up and ready to go for the following days questions, if you do not receive a notification, type 'Register' into the chat in the cognexo app and that will force registration.
MS Teams Integration Troubleshooting
The following troubleshooting steps cover the most common issues customers experience after the Teams app has been installed.
| Issue | What to check / what to do |
| App installed but users are not receiving Teams notifications | Notification delivery requires: (1) the app to be assigned to users via Teams Admin Centre → Setup Policies, AND (2) the user's Cognexo email to exactly match their Teams login email. Even a slight mismatch (e.g., capitalisation difference) will prevent the notification from linking correctly. Check both before raising a support ticket. |
| App installed but only some users receive notifications | The most likely cause is that the app is assigned to some but not all users via the Teams Setup Policy. Ask your IT admin to confirm the assignment in Teams Admin Centre → Teams Apps → Setup Policies. |
| Error when loading the Cognexo app in Teams (e.g., using teams.cloud.microsoft instead of teams.microsoft.com) | Some Teams desktop clients are routing to the new cloud URL (teams.cloud.microsoft). Contact Cognexo support with the error screenshot - this may require an update to the app manifest to support the new URL. |
| User registered in Teams but cannot see their questions | Type "Register" in the Cognexo Teams chat to force re-registration. If that does not work, check that the user's Cognexo email matches their Teams email exactly. If they are different, a support ticket will be needed to update the email in Cognexo. |
| IT team asking what to whitelist/permit for Teams notifications | The Cognexo Teams app communicates via the Microsoft Bot Framework. Your IT team should ensure that traffic to *.botframework.com and *.teams.microsoft.com is permitted. For the corporate client, share the Installing the Cognexo Microsoft Teams client article with your IT team - it includes the full permissions list. |
What your IT team needs to configure
Before the Cognexo Teams integration can deliver notifications, your IT team must:
1. Confirm Cognexo have your Microsoft Tenant ID (see the Installing the Cognexo Microsoft Teams client article for how to find this).
2. Ensure users' Cognexo email addresses match their Teams login emails exactly.
3. Assign the Cognexo app to the relevant users via Teams Admin Centre → Teams Apps → Setup Policies.
4. Grant the required permissions listed in the installation article.
How to Request Custom App Branding in the Cognexo Teams Integration
It is possible to replace the Cognexo branding in the Teams app with your own organisation's name and logo - for example, showing "KAI" instead of "Cognexo" in the Teams interface.
How to request this
1. Raise a support ticket with the subject "Custom Teams App Branding."
2. Attach your logo as a PNG file (recommended: 192x192px and 32x32px versions for Teams).
3. Include the name you want to display in the Teams interface.
4. The Cognexo development team will create a custom app package and provide it for your IT team to upload via Teams Admin Centre.
Note: custom branding requires your IT team to upload a new app package. The standard Cognexo app and the custom-branded app will coexist - your IT team will need to deprecate the standard one if you do not want both visible.