What is User Sync?

User Sync is used to sync users for cross-platform direct messaging for organizations with multiple internal chat platforms.

If you haven't already:

  1. Complete the steps in Configure Microsoft Teams for Mio to ensure your tenant is set up correctly.

  2. Add Microsoft Teams and at least one other platform to the Connect Center to continue.

  3. Determine your users' Primary and Secondary Platforms.

What are Primary and Secondary Platforms?

A Primary Platform is the platform that your end user prefers to communicate on.

A Secondary Platform is the platform that delivers messages from the user's primary platform. This is the platform that is used with less frequency, if at all. If an end user's secondary platform is Slack, the assumption is that they rarely use their Slack account to send messages, but need to message users who are primarily on Slack.

Users will still be able to access their secondary platform for messaging, but secondary platform messages will not show up on that same user's primary platform.

For example, if a user chooses Teams as primary and Slack as secondary, they will still be able to log into Slack to send messages, but those messages will not show up in their Teams chat history.

Import your Microsoft Teams users

Step 1

Sign in with your admin account at to access the Mio Hub.

Step 2

In the left sidebar, navigate to User Sync > Import teams and users.

Step 3

Click Select teams to the right of Microsoft Teams.

Step 4

Select the teams that house the users you would like to sync for cross-platform direct messaging.

Click the Import teams and channels button at the bottom to continue.

  • TIP: If you need help during the importation process, check out the resource library at the bottom of the Import teams and users page.

Step 5

Mio will direct you back to the User Sync > Import teams and users page. Please wait for the import process to be finished. The orange clock symbol signifies that Mio is still working.

Step 6

Once your Microsoft Teams teams have been imported, click Select Teams (Webex) or Import users (Zoom Team Chat, Slack) to the right of your secondary platform.

  • For Microsoft Teams, Mio will ask you to select the teams you would like to import, similar to Webex.

  • For Zoom Team Chat and Slack, Mio will import your entire workspace and all included users once Import users is selected.

Step 7

Repeat Step 4 to import your secondary platform's teams and channels.

You can return to User Sync > Import teams and users at any time to Add or Edit your imported teams and users.

That's it! You are now ready to sync specific users for cross-platform direct messaging.

Sync your Microsoft Teams users for direct messaging

Step 1

On the User Sync page, navigate to the Sync users tab. You can also click the Sync users button on the Import teams and channels tab.

Step 2

You should see a list of users that belong to your Microsoft Teams organization and a second platform.

  • Note: If you see a drop-down list under the Primary Platform column, Mio has detected that user's email on multiple platforms.

You will need to select the correct primary platform for that user.

A Primary Platform is each user’s most frequently and comfortably used messaging platform, or the platform they will be sending messages from on a daily basis.

  • Eg. If you select Microsoft Teams, that user will only need to send messages from their Teams app and does not need to open their second app for work.

If you do not see a drop-down list for a user's primary platform, that means Mio has detected this user exists on only one platform and has selected the platform for that user by default.

Step 3

Determine each user’s Secondary Platform. You will select this in the Secondary Platform Sync column.

  • A Secondary Platform is the platform that each user uses with less frequency or perhaps not at all.

    • Eg. If a user’s primary platform is Microsoft Teams, their secondary platform may be Webex, Slack, or Zoom Team Chat.

  • TIP: If your end user's Secondary Platform is Slack, encourage them to close the Slack app while chatting to minimize notifications.

Click the [Platform] 🔁 button under the Secondary Platform Sync column to begin syncing a user's accounts.

Depending on whether the user has an account on their Secondary Platform, one of several messages may appear. Confirm your selection in the pop-up that appears.

For more information on each type of sync, please refer to our User Sync Overview article.

Step 4

If a user has an existing account on their Secondary Platform, they should sign in to their Primary Platform and find the message from the Mio app and finish the syncing process.

If the user does not have an existing account on their Secondary Platform, you are finished once the 🔁 sync icon turns into a ✔️ check mark.

Congratulations! You have successfully synced your users. They will now be able to send cross-platform direct messages to anyone in your organization that is also synced.

User Sync statuses

After pressing the Sync icon, you may notice that the icon next to each platform name changes. You can find out what these symbols mean by hovering over the information icon next to the Sync Status column title.

  • A green check mark indicates a successful sync. This user can now successfully send cross-platform direct messages.

  • An orange clock indicates that the sync is pending. The user has been prompted to sync their secondary platform; once they allow Mio access to perform the sync, this symbol will become a green check mark.

  • A red triangle indicates that the sync has failed. Please re-attempt User Sync.

  • A circular arrow indicates that the sync has not been created. Click this icon to sync this user.

Other User Sync options

Hover over the three-dot icon to the right of each user for further options. Here, Mio will give you the choice to:

  • Reset user: this option will break all syncs and reset the user's Primary and Secondary Platforms. You are free to re-sync the user's platforms if desired.

  • Reprompt user: send another prompt to end users who did not follow the Mio bot's initial instructions. These permissions are necessary for cross-platform DMs to work.

  • Remove user: break all syncs and remove this user from the Mio database.

Auto Sync

Mio offers Auto Sync to keep your user list up-to-date. Rather than manually updating every user who leaves or joins a team, Mio subscribes to Active Directory groups and updates users accordingly.

Learn more about Auto Sync here.

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