Book a Microsoft Teams meeting from any appointment in The Layer. The Layer creates the meeting in Teams, sends the invitation from the organiser's Outlook calendar and keeps the join link on the appointment, against the customer, lead, case or opportunity it belongs to.
Why book Teams meetings from The Layer?
Most customer conversations happen on a video call now. Booking one outside your CRM usually means leaving the record, creating the meeting in Teams or Outlook, then copying the link back, if anyone remembers to. The meeting ends up in one person's calendar, and the customer record only tells half the story.
Booking it from The Layer keeps everything in one place:
One step instead of four. Pick the time and attendees, switch on Teams and save. The Layer creates the meeting, sends the invitation and stores the link. No switching apps, no copying and pasting.
The meeting belongs to the customer, not just to someone's calendar. Anyone who opens the record can see what's booked, with whom and when, and join with one click. If a colleague is off, whoever covers for them can find the call and the link.
The right link and the right time, every time. The appointment, the calendar event and every invitation carry the same link, created by the system. Move the meeting in The Layer or in Outlook and the other follows, and so does the Teams meeting itself.
Nothing new for your customers. They get a normal Outlook invitation and join the way they join any Teams call. They don't need a Layer login or a Teams licence.
Online meetings count like any other. They're ordinary appointments, so they show in your activity reports, appointment feedback and dashboards alongside site visits and calls.
Book for a colleague. Sales support or an assistant can book a call for an account manager. The account manager is the organiser and owns the meeting in Teams.
At a glance
| Booked outside The Layer | Booked from The Layer |
Creating the meeting | Open Teams or Outlook, create it there, copy the link into the CRM | Switch on one toggle on the appointment |
Where the link is | In the organiser's calendar and the attendees' inboxes | On the appointment, the record's task list, the calendar event and every invitation |
Rescheduling | Change it in each place and hope they match | Change it once, in The Layer or in Outlook |
Covering for a colleague | Ask them to forward the invitation | Open the record and click the Teams icon |
Reporting | Calls booked outside the CRM don't show up | Counted with every other appointment |
Who uses it
Sales teams booking discovery calls and demos from a lead or opportunity.
Account managers running reviews from the customer record.
Support engineers arranging a remote session from a case.
Anyone booking a call on behalf of a colleague.
How it works
You create an appointment, choose who it's assigned to and switch on Microsoft Teams meeting.
When the appointment syncs to the assignee's calendar, usually within about 10 minutes, The Layer creates the meeting in Microsoft Teams with the assignee as the organiser.
The join link is added to the calendar event, so every attendee's invitation includes it.
The link is saved on the appointment and shown wherever the appointment appears in The Layer.
From then on, changes made in The Layer or in Outlook keep the appointment, the calendar event and the Teams meeting in step.
It's built on your Microsoft Exchange calendar sync. If your calendars already sync with The Layer, most of the setup is already in place.
Set it up (administrators)
You only do this once. The Layer offers the Teams option for an assignee once steps 1, 2 and 4 are in place. Steps 3 and 5 are on the Microsoft side, and the meeting can't be created without them.
Step | Where | Who |
1. Give consent for your email domain | Settings > Microsoft 365 App Consent | A Microsoft Global Administrator or Privileged Role Administrator |
2. Give each organiser a Graph mail agent | Settings > Mail Agents | Your Layer administrator |
3. Check each organiser has a Teams licence | Microsoft 365 admin center | Your Microsoft 365 administrator |
4. Switch on online meetings for appointment types | Settings > Appointment Types | Your Layer administrator |
5. Allow meeting creation (admin credentials only) | Teams PowerShell | Your Teams or Microsoft 365 administrator |
1. Give consent for your email domain
Go to Settings > Microsoft 365 App Consent.
Click Add New. In App, choose Layer MS Graph (Teams / Meetings). In Domain, enter the domain of your users' email addresses, for example yourcompany.com. Give Consent and Copy consent link appear once both are filled in.
Click Give Consent and sign in with a Microsoft account that's a Global Administrator or Privileged Role Administrator, because Microsoft won't accept anyone else. If that isn't you, click Copy consent link and send it to someone who is. The link works once and expires after a day.
When consent is given, the entry's status shows Consented.
A company with more than one email domain needs consent for each one. If an app shows as (not configured), contact Layer support.
Already connected?
If your domain already shows as consented for the Office 365 Connector, the app your mail agents already use, Teams meetings work with that consent too and you can skip this step.
2. Give each organiser a Graph mail agent
Everyone who will organise Teams meetings needs their own mail agent in Settings > Mail Agents, set up like this:
Microsoft Exchange Graph is ticked. Agents on the older Microsoft Exchange connection can't create Teams meetings.
From Address is exactly the same as the email address on their Layer user.
They're listed in Allowed Users. Leaving it empty, so it's available to all users, isn't enough for Teams.
Exchange Calendar is switched on. Without it the toggle still appears, but nothing syncs and no link is created.
The organiser is the appointment's assignee, so set this up for everyone who will be assigned Teams meetings, not only the people who book them.
3. Check each organiser has a Teams licence
The organiser's Microsoft account needs a licence that includes Teams. Attendees don't need one.
4. Switch on online meetings for your appointment types
Go to Settings > Appointment Types, edit each type you'll use for calls (a demo or a review, for example) and tick Is Online Meeting Supported. Types without it don't offer Teams or Zoom.
5. Mail agents that connect with admin credentials: allow meeting creation
Skip this step if your mail agents connect with each person's own Microsoft sign-in (Graph Authentication, User Credentials).
When a mail agent connects with admin credentials, Microsoft needs one more step before an app can create Teams meetings for your people: an application access policy. A Teams or Microsoft 365 administrator sets it up with Teams PowerShell. Ask Layer support for the app ID, then run:
New-CsApplicationAccessPolicy -Identity TheLayerMeetings -AppIds "app-id-from-layer-support"
Grant-CsApplicationAccessPolicy -PolicyName TheLayerMeetings -Global
This allows it for everyone in your organisation. To limit it to certain people, replace -Global with -Identity "user-object-id" and run it once for each person. If support gives you more than one app ID, include them all, separated by commas. Microsoft says the policy can take up to 30 minutes to apply. See Microsoft's guide.
Book a Teams meeting
Create a new appointment from a customer, lead, case or opportunity, or from the calendar.
Choose an appointment type and an assignee. The Online meeting section appears once both are selected.
Switch on Microsoft Teams meeting. The Location section is hidden, because the meeting is the location.
Add your attendees, including people outside your company, and save.
The link isn't created the moment you save. It's created when the appointment syncs to the assignee's calendar, usually within about 10 minutes. Until then the appointment shows Teams meeting link will be generated when the appointment syncs.
Switch it on when you create the appointment
The Layer creates the Teams meeting the first time an appointment syncs. If the appointment is already in the calendar, switching on the toggle won't produce a link. Instead, open the event in Outlook and add the Teams meeting there, and the link will come through to the appointment.
Join the meeting
Once the appointment has synced, the same join link is in all of these places:
The appointment: a Join Teams meeting link.
The task grid, and the task list on the customer, lead, case or opportunity: a Teams icon that opens the meeting.
Appointment feedback widgets on your dashboard: the same Teams icon.
The calendar event and every attendee's invitation: a Join Microsoft Teams Meeting link.
Attendees join with the normal Teams link. They don't need a Layer login or a Teams licence.
Who organises the meeting
The assignee is the organiser, not the person creating the appointment. To book for a colleague, select them as the assignee. They need to be set up as described above, otherwise the Teams option isn't offered.
Everyone who joins can present, unless the organiser changes this in the Teams meeting options. Lobby, recording and external access rules come from your company's Microsoft 365 settings.
Change, reschedule or cancel
What you do | What happens |
Change the subject, date or time in The Layer | The calendar event and the Teams meeting are updated at the next sync. The join link stays the same. |
Move the event in Outlook | The appointment in The Layer follows the change, and the Teams meeting is moved to the new time. The join link stays the same. |
Change attendees | New attendees get an invitation with the link. Removed attendees get a cancellation. |
Switch the toggle off and save | The link is removed from the appointment and the calendar event. |
Delete the appointment | The calendar event is removed. |
Cancel the event in Outlook | The appointment is cancelled in The Layer. |
Old links can keep working
Switching the toggle off or deleting the appointment doesn't delete the meeting in Teams, so anyone who already has the link may still be able to open it. Let attendees know if the meeting is off.
Meetings booked in Outlook
If your calendar sync brings Outlook events into The Layer, their Teams links come too. An event created in Outlook with a Teams meeting appears in The Layer with its join link. If someone adds a Teams meeting to the event in Outlook later, the link appears on the appointment at the next sync, and if they remove it, The Layer removes it as well.
Rules and limits
Teams or Zoom, not both. Switching one on disables the other. See The Layer for Zoom: User Guide.
Appointments sync from yesterday up to 90 days ahead. An appointment further out gets its link once it's within 90 days.
One meeting per appointment. Recurring meetings aren't supported.
The calendar event waits for the meeting. If the Teams meeting can't be created, the appointment stays in The Layer but doesn't reach the calendar, and The Layer retries automatically, leaving longer gaps between attempts.
Recordings, transcripts and chat stay in Teams. They aren't copied to The Layer.
What's shared with Microsoft
The Layer sends Microsoft the appointment subject, start and end time, and the attendee and description details on the calendar event. It stores the join link against the appointment.
Troubleshooting
Problem | What to check |
There's no Online meeting section | Select an appointment type and an assignee. If it's still missing, the appointment type doesn't have Is Online Meeting Supported ticked. |
Zoom shows but Teams doesn't | The assignee isn't set up yet. Check their mail agent has Microsoft Exchange Graph ticked, a From Address that exactly matches their Layer email, and them in Allowed Users. Then check Settings > Microsoft 365 App Consent shows Consented for their email domain. |
The Teams toggle is greyed out | Zoom is on for this appointment. Only one can be used. |
The link never appears on a new appointment | Check Exchange Calendar is on for the assignee's mail agent and the appointment is within the next 90 days. If your mail agents use admin credentials, check the application access policy in step 5. If it's still missing, contact support with the appointment reference. |
You switched Teams on for an existing appointment and no link appears | Add the Teams meeting to the event in Outlook, or create a new appointment with the toggle on. |
The appointment isn't in the calendar | The Teams meeting may be failing to create. Work through the checks above, then contact support with the appointment reference. |
The consent page shows Consent revoked | The app has been removed or disabled in your Microsoft 365 tenant. Give consent again to reconnect. |
An attendee can't get into the meeting | Check your Teams lobby and external access settings in Microsoft 365, and whether the organiser needs to admit them. |
Common questions
Do attendees need The Layer or a Teams licence?
No. They get a normal invitation and join with the Teams link, the same as any other Teams meeting.
Do we need Microsoft 365 sign-in (SSO)?
No. Teams meetings use your mail agents' connection to Microsoft 365, not the way people sign in to The Layer.
Can we use Zoom instead?
Yes. Each appointment can have a Teams meeting or a Zoom meeting. See The Layer for Zoom: User Guide.
Can the meeting be recorded?
Yes, in Teams, if your Microsoft 365 settings allow it. The recording stays in Teams.
How quickly do changes sync?
Usually within about 10 minutes, in both directions.
Does cancelling in The Layer delete the meeting in Teams?
No. The calendar event is removed, but the Teams meeting itself isn't deleted. See Old links can keep working above.