Conversational Integration with Microsoft Teams

Extend Now Platform capabilities > Conversational Interfaces > Virtual Agent > <a class="link" href="../../../administer/virtual-agent/concept/integrate-virtual-agent.html" title="Integrate and extend the capabilities of Virtual Agent by connecting to your employees and customers where they already are. They are engaged in web portals, Now Mobile apps, and collaboration tools such as Slack, Microsoft Teams, Facebook Messenger consumer app, Workplace enterprise messaging app, and any other popular chat or messaging app.">Integrating Virtual Agent with other channels > Virtual Agent integration with messaging apps >

Enable requesters to chat with Microsoft Teams or live agents using the Microsoft Teams application. Use the Conversational Integration with Microsoft Teams app, available from the ServiceNow Store , to associate your instance with Microsoft Teams .

Request apps on the Store Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes .

Overview Use the Conversational Integration with Microsoft Teams application to connect your end users with Virtual Agent or live agents through your company’s Microsoft Teams account. To get started, see Install Conversational Integration with Microsoft Teams . Important: If your instance is in our GovtCommunityCloud (GCC) environment, see to <a class="xref" href="va-integ-teams-self-configured-bot.html" title="You can integrate Virtual Agent with Microsoft Teams by configuring your own bots. The self-configured method provides another way for customers to enable the integration without installing the default Now Virtual Agent app that is published on the Microsoft Store. Unlike the pre-published app, the self-configured bot bypasses the collaboration proxy architecture.">Integrating Virtual Agent with Microsoft Teams using the self-configured bot for more information. If your instance is in our Australia SPP (ServiceNow Protected Platform) environment, see Enable Microsoft Teams integration in ServiceNow Protected Platform (SPP) for more information. The Microsoft Teams Graph spoke consumes Integration Hub transactions, thus, usage of Virtual Agent in Microsoft Teams does count against Integration Hub transactions. Microsoft is also monetizing Microsoft Teams API usage, therefore such usage will also count against their Microsoft 365 subscription. For further information, see Sidebar and Microsoft Teams .

Figure 1. Workflow of Conversational Integration with Microsoft Teams

Integrating ServiceNow Virtual Agent with Microsoft Teams Enables ServiceNow Virtual Agent to integrate with Microsoft Teams application. Integrating multiple ServiceNow instances with a single Microsoft Teams tenant Enables ServiceNow® Virtual Agent to allow multiple ServiceNow instances to integrate with single Microsoft Teams tenant. Configure Microsoft Teams Message Extension Configure Microsoft Teams Message Extension to enable users to use AI Search to find content (Knowledge articles and catalog items), and share information in a one-on-one or group chat. For the base system Virtual Agent integration with Microsoft Teams , this feature is enabled by default. Integrating Virtual Agent with Microsoft Teams using the self-configured bot You can integrate Virtual Agent with Microsoft Teams by configuring your own bots. The self-configured method provides another way for customers to enable the integration without installing the default Now Virtual Agent app that is published on the Microsoft Store. Unlike the pre-published app, the self-configured bot bypasses the collaboration proxy architecture. Integrating Virtual Agent with Microsoft Teams for GCC-H or DoD You can integrate Virtual Agent with Microsoft Teams for GCC-H (Government Community Cloud - High) or DoD (Department of Defense) customers by configuring your own bots. The self-configured method provides another way for customers to enable the integration without installing the default Now Virtual Agent app that is published on the Microsoft Store. The self-configured bot bypasses the collaboration proxy architecture. Configure Virtual Agent settings for Microsoft Teams Configure your Microsoft Teams bots that are integrated with Virtual Agent to enable notifications, to link ServiceNow user profiles, and to set up system messages and contextual actions. Configure link authentication and opening experience in Microsoft Teams Link authentication and opening experience in Microsoft Teams provides a seamless experience for end users to interact with ServiceNow links when you use Virtual Agent on Microsoft Teams . Enable Microsoft Teams integration in ServiceNow Protected Platform (SPP) When installing Conversational Integration with Microsoft Teams , the Now Platform® makes the instance configuration simpler by dynamically determining the bot type for commercial and SPP (ServiceNow Protected Platform) environments from the Tokyo release. Virtual Agent feature support in Microsoft Teams conversations The Microsoft Teams app supports Virtual Agent features such as Virtual Agent Designer controls for creating conversations, notifications, AI Search results, and more. Pre-link Virtual Agent requesters for integration with Microsoft Teams Pre-link your Virtual Agent requesters to a ServiceNow instance before they run the Conversational Integration with Microsoft Teams . Batch pre-linking enables your Virtual Agent users to immediately chat with a virtual agent and receive notifications without going through the initial authentication linking process. Customize auto-linking for Conversational Integration with Microsoft Teams Customize auto-linking for user profiles by defining the email Id of the user in any custom table rather than just the User [sys_user] table. Configure Microsoft Azure Conditional Access for Microsoft Teams tenant You must configure conditional access in Microsoft Azure to restrict users from accessing the production applications. Conditional access helps you from accidentally overriding your production integration with a custom or personal instance integration. Configure promoted topics for Conversational Integration with Microsoft Teams Configure promoted topics to push out important, common topics for users' quick consumption during a conversation with the Microsoft Teams bot. You can configure up to six different promoted topics to be displayed on the Microsoft Teams channel greeting message. Set up your language preferences for the Virtual Agent integration with Microsoft Teams Set language preferences so that Virtual Agent is in the same language as the user's preferred Microsoft Teams language. ../../../administer/virtual-agent/task/localize-bot-messg.html Capture common errors and resolution steps for Microsoft Teams using the Conversational Interfaces Diagnostic Tool The Conversational Interfaces Diagnostic Tool runs a health report to define and capture information for different categories of the Conversational Integration with Microsoft Teams app, such as plugin details, configuration settings, system properties, integration failures, and so on, and lets the user validate and review these settings to start a bot-conversation. Remove Conversational Integration with Microsoft Teams Remove the integrations between your ServiceNow Virtual Agent bot or the Self-configured bots and Microsoft Teams to disassociate the app with your ServiceNow instance.

Parent Topic: Integrating Virtual Agent with enterprise messaging apps