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An AI service desk should receive only the permissions required for its specific features—not blanket access to every conversation by default. In Teams, review Microsoft Graph permissions and resource-specific consent (RSC); in Slack, review each OAuth scope. Separate app installation and availability from data access, and approve broader access only when a documented feature requires it.
Start with the features, not a standard permission list
There is no vendor-independent set of permissions that is safe for every AI service desk. A bot that receives a direct support request and replies has different needs from one that searches channel history, retrieves files, updates tickets, or manages workspace objects. Ask the vendor to tie every requested permission to a feature and explain what stops working if that permission is removed.
Evaluate each request across these dimensions:
- Data read: Does the service access messages, files, profiles, channel metadata, or ticket records? Which channel types and history periods are in scope?
- Actions: Can it post replies only, or also edit or delete messages, create channels, invite people, or administer the workspace?
- Principal: Does it act as an app or bot, or through a person’s account? Require a reason for delegated or user-token access.
- Boundary: Is access limited to a personal app, selected team or chat, channels where the bot is present, or the full tenant or workspace?
- Consent and lifecycle: Who approves access, how are permission changes reviewed, and how can grants be audited or revoked?
- Data handling: How are prompts, retrieved content, files, tickets, and logs stored and retained? Platform permissions do not establish a vendor’s retention or model-training practices.
Teams: distinguish app availability from data access
Teams app availability and access to collaboration data are separate controls. Teams app policies determine which apps users can use; app-centric management can target availability per app. Those controls do not replace review of Graph or RSC permissions. Microsoft describes Teams app permissions as managed through Microsoft Entra ID and resource-specific consent (RSC), depending on the feature. Graph API permissions require user or administrator consent. Microsoft’s Teams app-permissions guidance explains these models, and its app-policy documentation covers availability controls.
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RSC is declared in the Teams app manifest and can grant access to a particular team or chat rather than the whole tenant. It is available to apps installed on the Teams client, and a team owner can grant the relevant consent when adding the app. RSC is not automatically harmless: Microsoft’s examples include permissions to create or delete channels and read team settings, so inspect its write and administrative effects as carefully as Graph access. Prefer this narrower resource-level model when it supports the service’s real workflow; use broader tenant-wide Graph access only when a feature needs it.
Inspect Graph grants and changes
Before granting organization-wide Graph consent, inspect the app’s requested permissions in Teams admin center. Microsoft says that org-wide Graph consent permits access to the specified resources for users for whom the app is allowed. Application permissions require administrator consent; settings can allow selected low-risk delegated permissions to be approved by users. RSC grants are shown alongside other permissions. Check existing grants and revoke those that are no longer appropriate. If an app update adds Graph permissions requiring admin consent, fresh consent is required for those additions. See Microsoft’s consent management guidance.
Choose the narrowest permission that performs the action
Microsoft Graph’s least-privilege guidance notes that narrower RSC permissions can replace broader delegated permissions for some operations. For example, it identifies ChatMessage.Send.Chat as an alternative to Chat.ReadWrite for sending a chat message. That is an example, not a complete service-desk permission set: map the actual permissions to request intake, context retrieval, search, replies, and any installation-management feature. Microsoft Graph permission best practices provides the broader principle.
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Slack: approve OAuth scopes one feature at a time
Slack apps use OAuth scopes to specify which data and functionality they can access. Use granular app scopes and review read, history, write, and administrative capabilities separately. Slack recommends least privilege and clear reasons for each scope; its app scopes catalog and authentication guidance explain the available model. Slack documents granular bot-token scopes; reserve user-token scopes for workflows that genuinely need to act on a person’s behalf.
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Slack’s documented AI-app setup lists assistant:write, im:history, and chat:write. In that example, the scopes support AI-assistant capability, history access to direct messages where the app has been added, and posting messages. This is an illustrated setup, not the minimum required for every AI service desk. A service handling explicit requests may not need broad history or file access; a service that searches channels needs additional access with a clearly defined membership and data boundary. See Slack’s AI-app documentation.
Scrutinize history, file, and admin access
Slack’s Marketplace guidelines recommend least privilege and a clear reason for each requested scope. They warn that broad access to workspace message or file data is unlikely to be approved without a strong security or compliance use case, and identify history, file-read, canvases-read, and admin.* scopes as possible candidates for enhanced review. Slack’s privacy guidance also says apps should not expose information or take actions for people who would not otherwise have access to them in Slack. Review the Slack Marketplace app guidelines before approving an app.
Keep contextual retrieval inside the granted boundary
Slack’s Data Access API describes query-grounded retrieval within the permissions granted, and its documentation lists assistant:write, im:history, and chat:write as relevant scopes. It also describes event types used to provide an action token for contextual search. These mechanisms do not override channel membership or workspace policy: confirm that users cannot retrieve content from channels they cannot access directly. See Slack’s Data Access API documentation.
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Use a vendor review and pilot before broad rollout
- Get the exact permission request. Request the current Teams manifest and Slack OAuth scope list, including optional scopes and app-only, application, delegated, or user permissions.
- Demand a feature-to-permission map. For each permission, record the feature that depends on it, the data it exposes, the actions it enables, and the consequence of removing it.
- Set explicit data boundaries. Ask whether access can be restricted to named Teams, chats, Slack channels, or bot-membership sets. Confirm whether private-channel or DM history is actually required.
- Prefer limited actions. Approve reply-only access rather than message editing, deletion, or administrative control unless a documented workflow requires those capabilities.
- Review data handling separately. Ask how external or shared channels, files, retained messages, prompts, and logs are handled, and what happens to data after uninstall. Scopes alone do not answer retention or model-training questions.
- Pilot with representative users and channels. Test normal requests, replies, escalation, and prohibited access. Verify that the assistant does not retrieve content beyond the user’s own access.
- Assign an owner and review date. Revisit grants when app permissions change, remove unused access, and uninstall or revoke the service when it is retired.
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