The chat tab on Servicenow for Microsoft 365 is not working properly

[AnishGhosh]

Hi All,

We have activated the Servicenow for Microsoft 365 integration for our client in Dev. The Employee Center is visible and working as expected. But when we click on the Chat tab we just get a general message and nothing else works. How do we make the Chat feature work? Please refer screenshot.

Any help on the matter is appreciated.

[AnishGhosh]

[kaushal_snow]

Hi @AnishGhosh ,

I think this response usually indicates that the necessary Virtual Agent Teams integration isn’t fully configured, even if the Employee Center tab works...

ServiceNow Virtual Agent in Microsoft Teams requires a proper integration setup, not just the plugin installation. You must also integrate the Virtual Agent via the manifest setup. This step enables the chat function to function properly.

Install the Conversational Integration with Microsoft Teams App from the ServiceNow Store and install the Conversational Integration with Microsoft Teams app. Configure the Integration and Update the Teams App Manifest in channels

Check below article:

https://www.servicenow.com/community/ms-teams-forum/servicenow-for-microsoft-teams-integration-chat-...

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