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.
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).
Steps I attempted
Assuming something was misconfigured, I:
- Removed the Teams integration using this doc:
https://www.servicenow.com/docs/r/xanadu/conversational-interfaces/virtual-agent/uninstall_va_msteam... - Attempted to recreate the integration from scratch
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!
