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Every 10 minutes

Get urgent Teams messages flagged to you

When an urgent request is posted in your support channel, you get an email about it within minutes.

Runs
Every 10 minutes
Apps
Microsoft Teams
AI
Yes, uses the built-in AI allowance
Access
read (ChannelMessage.Read.All, admin consent)

Send this to your assistant

Create a ClickRuntime automation: every 10 minutes, check new messages in our Helpdesk channel in Teams, rate how urgent each one is, and email me the urgent ones with a link.

Paste it into your assistant. It tells you what it will send or change before it runs live.

First time? Adding ClickRuntime to your assistant takes about two minutes.

Why use it

Why teams use this automation

A support channel in Teams fills with messages all day: password resets, feature questions, a customer reporting that checkout is broken. The urgent ones look just like the routine ones, and whoever is covering the channel has to read everything to find them. When the person is in a meeting, a message from a customer who cannot take payments sits for an hour among thank-you notes.

Every 10 minutes, ClickRuntime fetches the messages posted since its last check, has its built-in AI classify each as urgent or not, and emails you the urgent ones with the channel and author. The timestamp of the check is saved so no message is judged twice.

It is meant for support leads and on-call staff who need to react to the few messages that cannot wait.

What you get out of it

  • Urgent problems surface within minutes

    A message about a payment outage or a locked-out executive reaches you before it has been sitting for an hour. Faster response limits revenue loss and customer frustration. That limits damage from outages.

  • Coverage does not depend on watching

    The person on rota can be in a meeting or working on something else and still be told about urgent items. The channel no longer requires someone's constant attention. The channel keeps its normal pace.

  • Routine messages stay routine

    Only urgent ones generate an email, so your inbox is not full of every question. The team can handle normal requests in their usual order and still stay on top of escalations.

  • Consistent criteria for urgency

    Instead of each person using their own judgment, the same description of urgent is applied to every message. New team members do not need months of experience to recognize what counts.

  • Evidence of response times

    Emails carry the time the message was flagged, so you can measure how quickly urgent issues are picked up. That supports service level promises and process improvement. Those figures help you plan staffing.

  • No message is judged twice

    The saved timestamp means each message is classified once. Your inbox holds a single alert per urgent post, even if the same thread continues afterward. That keeps duplicates out of your inbox and out of your way.

How it works

What happens, step by step

  1. Every 10 minutes ClickRuntime reads the new messages in your Microsoft Teams channel, such as Helpdesk.

  2. AI decides which ones are urgent.

  3. You get an email with each urgent message, who wrote it and a link to open it in Teams.

  4. It remembers where it stopped reading, so each message is only checked once.

Before it runs live

  • Connect Microsoft Teams

What you get

RunsEvery 10 minutes
Get urgent Teams messages flagged to youtoday, 9:00Succeeded
Email · 1 urgent Helpdesk messagesJo Brennan: Payroll system is down for the whole Northwind office https://teams.microsoft.com/l/message/19:helpdesk/1760000000000

Build your own

Need it to work differently?

This template is a starting point. Copy the prompt and change it, or describe a different automation from scratch, with your own conditions, more apps or an AI step. Your assistant writes it, tests it and runs it on ClickRuntime.
  • Your own rules

    Conditions, thresholds, filters and exceptions, written the way you'd explain them to a colleague.

  • Any number of apps

    One automation can read from one app and update several others. Over 248 apps are ready, and anything with an API works too.

  • AI where it helps

    Summaries, classification, extraction and drafts use ClickRuntime's built-in AI, with no extra key.

  • On a schedule or on each event

    Runs as often as every 5 minutes, or the moment an app sends an event, and keeps track of what it already handled.

Changes you can ask for

  • Act only on the items that match your own rules, and skip the rest
  • Change what the AI looks for, or how it writes the result
  • Add another app, for example also send it to Slack
  • Combine it with other Microsoft Teams steps into one automation

Under the hood

The code that runs this automation

This is the Python script that runs each time the automation starts. Your AI assistant writes it for you when you send the prompt, and you allow each step in your assistant. To change how the automation works, describe the change to your assistant and it updates the script for you. For every function it can use, see the script reference.
ai_triage_of_new_channel_messages.pyexample
import re
from clickruntime import on_trigger, report_fetched, credentials, http, state, ai, notify

GRAPH = "https://graph.microsoft.com/v1.0"
TEAM_ID, CHANNEL_ID = "your-team-id", "19:helpdesk-channel-id@thread.tacv2"

@on_trigger
def run(event):
    headers = {"Authorization": f"Bearer {credentials.connection('microsoft', 'work')}"}
    url = state.get("delta_link") or f"{GRAPH}/teams/{TEAM_ID}/channels/{CHANNEL_ID}/messages/delta"
    msgs = []
    while url:
        page = http.get(url, headers=headers).json()
        msgs += page.get("value", [])
        url = page.get("@odata.nextLink")
    first_run = state.get("delta_link") is None
    new = [] if first_run else [m for m in msgs if m.get("messageType") == "message" and not m.get("deletedDateTime")]
    report_fetched(len(new))
    state.set("delta_link", page["@odata.deltaLink"])
    if not new:
        return {"summary": "Nothing new"}
    urgent = []
    for m in new:
        text = re.sub("<[^>]+>", "", m["body"]["content"])[:1000]
        label = ai.generate(f"Is this helpdesk message urgent? Answer urgent or normal.\n{text}", max_output_tokens=5).text
        if "urgent" in label.lower():
            urgent.append(f"{m['from']['user']['displayName']}: {text[:300]}\n{m['webUrl']}")
    if urgent:
        notify.email_me(f"{len(urgent)} urgent Helpdesk messages", "\n\n".join(urgent))
    return {"new": len(new), "urgent": len(urgent)}

FAQ

Common questions

What counts as urgent?
You define it in plain words, for example outage reports, payment failures, security concerns or messages from named key accounts. The AI follows that description, and you can refine it if it flags too many or too few.
Does the AI reply to the messages?
No. It reads the messages and classifies them, then emails you the urgent ones. It does not post anything back to the channel, so customers or colleagues never receive an automated answer. Humans keep control of replies.
Can it read replies inside threads?
Replies can be included, so that an urgent follow-up in a thread is also assessed. You decide whether to check only top-level posts or replies too when you set it up. Choose what suits your support process.
What permissions does it need?
read (ChannelMessage.Read.All, admin consent). Nothing else in your accounts is used.
Does it need AI?
Yes. It uses ClickRuntime's built-in AI, so you don't need an OpenAI or Anthropic key. Every plan includes a monthly AI allowance.
How many runs does it use?
One run each time it checks. Checks that find nothing new and stop right away aren't counted.
Can I change how it works?
Yes. Describe the change to your AI assistant, for example a different schedule, channel or filter. It updates the automation, tests it and tells you what changed.

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