Existing users are not able to interact with Virtual Agent using Connect Support on a upgraded instanceDescriptionMS Teams to Virtual Agent integration fails on an upgraded instance breaking the support chat stream from a live agent.When clicking on chat with analyst, the end user on MS Teams does not get any update from the ServiceNow end.Steps to Reproduce 1 - Configure Teams Adapter on an instance that needs to be upgraded to Quebec or Rome.2 - Ensure Connect and Interaction AWA plugins are installed on the instance before being upgraded.3 - Upgrade the instance to Quebec or Rome.4 - As a admin/virtual_agent_admin, choose "Connect" from fulfiller of Chat Setup page.5 - Type "Agent" from Teams adapter and choose "Chat with agent".6 - As agent, with connect, accept the request.7 - Send messages to and fro. Messages fail to be sent from agent to user and vice-versa.WorkaroundThis problem is under review. To receive notifications when more information becomes available, subscribe to this Known Error article by clicking the Subscribe button at the top right of this form.The possible workarounds are the following:- Use instead the instance web client /$sn-web-client-app.do- Migrate to awa/agent workspaceRelated Problem: PRB1453190