Conversational Integration with Microsoft Teams

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.

Get started with Conversational Integration with Microsoft Teams

Select a tile to get started.

Important:

• If your instance is in our GovtCommunityCloud (GCC) environment, see to 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.

Request apps on the Store

Visit the ServiceNow Store 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.

• Exploring Conversational Integration with Microsoft Teams
  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.
• Install Conversational Integration with Microsoft Teams
  You can install the Microsoft Teams (sn_va_teams) application to integrate with Now Virtual Agent if you have the admin role.
• Integrate Virtual Agent with Microsoft Teams
  Enable ServiceNow Virtual Agent to integrate with the Microsoft Teams application.
• Configure Virtual Agent 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.
• Using Now Assist in Virtual Agent conversations with Microsoft Teams
  The Now Assist provides you with the large language model (LLM)-based conversational experience during your conversations with a Now Virtual Agent bot or a Self-configured bot that is integrated with Microsoft Teams.
• Virtual Agent feature support in Microsoft Teams conversations
  The Microsoft Teams app supports Virtual Agent features, such as Assistant Designer controls for creating conversations, notifications, AI Search results, and more.

Parent Topic:Integrating Virtual Agent with messaging apps