Teams Chat Missing for Tier 1 Agents

Frank Cheung
Tera Expert

for some reason teams chat went missing for tier 1 agents, steps to reproduce:

 

impersonate a tier 1 agent
select an incident (from assigned incidents)
click on collaborate (on right panel)
click on +
see "start microsoft teams chat" is not available.

 

it does show if i login using my own account.

 

any ideas?

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