Microsoft Teams integrated with Now Assist in Virtual Agent does not "see" the topics

[User267392]

I already integrated the Now Assist/Virtual Agent with Teams where catalog items are visible to the Microsoft Teams chat and transfer of Live Agent as well, but Virtual Agent greeting and topics not yet.

I appreciate any help on this!

[rpriyadarshy]

Hi 

Here are few Inputs

(1) To ensure greetings are displayed in Microsoft Teams with Virtual Agent and Now Assist, you should configure the default welcome message. Navigate to All > sys_cs_provider_application.list, select the "VA Teams adapter provider," and in the Bot Messages tab, add a new entry with the property name "default_welcome_message." Enter your custom greeting in the Value field, provide a description, select "message" as the message type, and submit. This will ensure the greeting appears each time a Virtual Agent conversation is started in Teams .

(2) If you are seeing a blank or white window with no greeting or topic, check if the "live agent support topic" has been removed from the default chat experience. The Virtual Agent requires this topic to be present; if it is deleted, no greeting or topic will be shown, and the VA cannot be configured without it. Only a ServiceNow maint user can remove this topic, while for admins, it is read-only and must remain in the default chat experience

Difference in Greeting Behavior for Now Assist in Virtual Agent [NAVA}]Between Teams and Web Client ...

Regards

RP

[User267392]

Hi RP, thank you for your reply. I have included the 'default_welcome_message' property, but unfortunately, I haven't had any success. Could you please take a look at the printouts/screenshots?