Help with Virtual Agent integration w/MS Teams: Virtual Agent in Teams Won't Respond **PLEASE RESPOND**

[Still Learning]

Hello SN Team, 

I really need some help with integrating Teams with Virtual Agent.  I connected the virtual agent in Teams with my servicenow instance and the OAuth registry was already there so I didn't need to do that. When I look at the application registry, 

I expected to be able to configure the instance for use but I don't have the configure button there. What I see is this (the top is a comparison of one instance where it was working to the other (below image) where it is not working - as a result of this, I can't configure the instance to communicate with teams ... Any help is GREATLY appreciated!!

[ReginaldFawcett · Accepted solution]

Hi Tonya,

I have had to re-install the Teams integration several times before. It is fairly simple to do.

In filter navigator, type "sys_cs_provider.list". This will bring you to the Provider Channel list.

Here you should see a record called "VA Teams Adapter Provider". Click on that record.

You will find yourself in the record, where you will most likely have to switch your scope to Conversational Integration with Microsoft Teams.

Once that is done you will see a related list at the bottom called "Provider Channel Identity", and likely on record there named whatever your Teams client is named. Beside that record is a red x. Go ahead and click that x.

Once you have clicked on the red x you can save the record. The "Provider Channel Identity" should be gone.

Navigate back to Conversational Interfaces > Messaging Apps Integration and you can re-install your Teams.

Once re-installed you should have access to the configuration again.

Hope this helps.

[Still Learning]

Thank you so much Reginald!! That resolved my issue. Thank you!!