Virtual Agent prompt to user

[KonstantinoA]

Hello,

We have a Virtual Agent and TEAMS integration, a user reported that he randomly received a message to link his account to ServiceNow.

What could trigger the VA to send a message on TEAMS to a user on its own to connect his ServiceNow account without the user's interaction with it?

Appreciate any feedback that could point me on a direction if i could trace on why and how.

PS. From the conversation interactions there was nothing captured for it.

Thanks in advance!