Chat Integration with Teams

[ShreyM]

Hi,

We've been trying to integrate ServiceNow into teams.

What we have been trying to do is escalate a session with M365 Copilot inside teams to a ServiceNow live agent. 

We have tried 2 approaches as of now. 

1. API calls to the interaction table: This creates chat requests (by mapping our live agent to the Chat queue), but no messages can be sent or received in that particular conversation.

2. We have tried to install the "Chat Integration with teams" plugin: But we haven't been able to on our Dev environment. Since it requires additional licensing for two of the components. We were wondering if we could add this integration to M365 Copilot. 

These are the two missing dependencies: 

sn_msteams_avh2

sn_now_azure

We're not sure how to request an ITSM trial license to test out this approach. 

Any inputs regarding either of our approaches would be really appreciated. 

Thank you.

[M Iftikhar]

Hi @ShreyM ,

Here are some helpful references:

1. Conversational Integration with Microsoft Teams – Installation FAQ

2. ServiceNow KB1310095 – Microsoft Teams Integration Overview

3. CliffsNotes Summary – Reference Material

4. Additional Plugins for Microsoft Teams Integration

5. Teams Conversational Integration – Washington DC Docs

Hope these help!

 If my response helped, please mark it as the accepted solution so others can benefit as well.