What Microsoft 365 admin rights do I need to start?

Step 1 requires a Microsoft 365 tenant administrator to approve the Heedify application consents. Steps 2 to 6 only require Heedify Owner or Admin role on the target Entity — no further Microsoft tenant admin rights.

Do I need to provision agents before creating queues?

Yes. A queue must reference at least one agent to actually distribute calls. Create your Entity first, provision the agents you want to onboard, then create the queue and attach those agents.

Can I rename the Entity later?

No. The Entity name is the unique identifier of the Entity and is locked once the Entity is saved. Choose a name you can live with long-term, or create a new Entity and migrate resources.

How long does the full quick setup take?

A first-time setup of one Entity, one queue and one call flow with a small agent pool typically takes 30 to 60 minutes, dominated by the Microsoft 365 consent step and the Teams resource account configuration.

Quick Setup

Heedify configures in six steps via portal.heedify.io: grant Microsoft 365 application consent for the Heedify add-ons (Reports, Presence, Call Center, Agent Console, Unify, Europe), create your first Entity, provision agents from Microsoft Teams, create queues with SLA, build a call flow, and verify routing in the realtime dashboard. Follow them in order — each step builds on the previous.

#	Step	Outcome
1	Grant consent	Heedify apps are authorized in your Microsoft 365 tenant
2	Create your entity	You have an entity to hold your configuration
3	Provision agents	Your first agents can receive calls
4	Create a queue	Calls can be distributed to your agents
5	Create a call flow	An inbound number routes to your queue
6	Verify	You see live activity in the Realtime Dashboard

You need a Heedify licence before you can provision agents. Request a trial at heedify.io/en/request-a-demo or contact sales@heedify.io.

In this section

1. Grant consents
2. Create your entity
3. Provision agents
4. Create a queue
5. Create a call flow with Unify Model
6. Create a call flow with Extend Model
7. Verify