ServiceNow Teams integration : Agent button to contact end user without showing agent name

[MouhamadouL]

Hi all,

I integrated ServiceNow and MS Teams. This works very well. in Service Operation Workspace, agent can contact end user via teams. It open Teams then conversation is imported. 

My requirement is when Agent contact the end user, it doesn't show the agent name but just say agent for instance. How would you do that? I know from the Servicenow app in teams when end users contact the serviceDesk the agent name is not shown but can be so maybe the mechanism exist already OOTB 

[GlideFather]

Hi @MouhamadouL,

navigate to the Conversational interfaces > Settings > Agent chat to see this:

And check whether these 2 toggles are true or false:

If it is true, try to deactivate it and retest, if it is already false then I am out of ideas...

Let me know what you found

[MouhamadouL]

that only hides it for Virtual agent. I meant the side bar which open teams. The idea is for the agent to stay in ServiceNow while having a team conversation with caller (caller stays in Teams) and agent name is hidden. 

[AndersBGS]

Hi @MouhamadouL ,

This is not how the product work - So I would believe this is not possible.

[MouhamadouL]

YEah not how it works out of the box but I wonder if I can force the teams conversation to use a specific user for servicenow. Like making REST calls for message and setting te user