Issue with Virtual Agent + Now Assist integration with Microsoft Teams (stuck after reconfiguration)

[arpitha]

Hi Team,

I’m currently trying to integrate Virtual Agent with Now Assist in Microsoft Teams by following this blog:
https://www.servicenow.com/community/ceg-ai-coe-articles/now-assist-in-virtual-agent-on-microsoft-te...

I was able to complete the setup until Step 8 successfully. However, I started facing issues during testing:

Issue 1: Incorrect chatbot response

When I send a simple message like “Hi” in Teams chat, the bot keeps returning the same response repeatedly, instead of triggering the expected Virtual Agent conversation.

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Observation during troubleshooting

While rechecking the setup, I reviewed Step 4 validation section, which requires verifying auto-created records:

• Microsoft Teams tile shows bot under Self-configured
• sys_cs_provider_application.list → should show two records:
  <bot-name> and <bot-name>-cea
• oauth_entity.list → should show External OIDC record with name:
  sample-msteams-oauth-consumer-<tenant-id>
• message_auth.list → should have one record with group_name=<tenant-id>

Although I do see records created, they are not matching the expected naming pattern (especially missing tenant-id references).

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Steps I attempted

Assuming something was misconfigured, I:

1. Removed the Teams integration using this doc:
   https://www.servicenow.com/docs/r/xanadu/conversational-interfaces/virtual-agent/uninstall_va_msteam...
2. Attempted to recreate the integration from scratch

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Issue 2: Configuration stuck

During reconfiguration:

• When I enter the token, client ID, and client secret and click Submit,
• The system does not proceed or throw any error — it just remains stuck (no response/action)

Any guidance or troubleshooting steps would be really helpful.

Thanks in advance!