I have implemented the M 365 Integration using the following KB Article, the Employee Center works fine and I'm able to submit tickets and access everything from Teams but the Chat does not return any response.
I have a case open in HI but no real update so appreciate any info/suggestions related to this issue.
Hello, I’d also check sys_cs_conversation for faulted Teams conversations and verify the ServiceNow Virtual Agent Teams App OAuth record. There’s a ServiceNow KB specifically covering cases where NOW Virtual Agent in Teams/Microsoft 365 does not respond.
There are no records in the sys_cs_conversation table when I send Hi message in Teams. What is the SN KB article number you are referring to in your message?
