Virtual Agent Team Issue

[ChittiS]

Hi Team,
We have integrated Servicenow Virtual Agent with microsoft teams long back.
Currently whenever a user requests a catalog item or performs an action from the virtual agent in Teams, the conversation redirects the user to Service Portal/Employee Portal to complete the request.

Our client requirement is to keep the entire experience within Microsoft Teams . Users should be able to provide all required inputs, submit it & receive confirmation without being redirected to any portal or anywhere.

Can anyone please provide me the steps to configure this along with documentation/KB's.

Thanks,

Satish

[Dr Atul G- LNG]

Hi @ChittiS 

You need to integrate ESC portal with MS Team

https://www.servicenow.com/community/ms-teams-articles/integrate-employee-center-with-microsoft-team...

-> migrate to EC first to get all the features and then use MS Teams

-> MS teams can integrate with EC

check these links

Enable Employee Center in Microsoft Teams! (Part 1 of 2) 

https://www.youtube.com/watch?v=6P7oIqRds0Y

https://www.servicenow.com/docs/bundle/zurich-integrate-applications/page/administer/integrationhub-...

https://www.youtube.com/watch?v=Kji58WqY7I4

https://www.youtube.com/watch?v=Gfq86DtKids

[ChittiS]

Hello @Dr Atul G- LNG , 

Thanks for the information.

However, our requirement is slightly different. We already have Virtual Agent integrated with Microsoft Teams.

We are specifically looking for a solution where users can request catalog items, provide all required inputs, submit the request, and receive confirmation entirely within the Teams chat experience.

Could you please share any relevant documentation where we can restrict this ?

Thanks

[Vamsi_Krishna07]

If the catalog items were Non-Conversational then they will be redirected to portal when end user try to request the catalog item. Please see below. Let me know if you have any questions or need more clarity.

DOC:

https://www.servicenow.com/docs/r/servicenow-platform/service-catalog/configure-gen-ai-catalog-item....

[ChittiS]

Hi @Vamsi_Krishna07 ,

Thanks for sharing the information and documentation.

I am relatively new to Virtual Agent and would like to understand the overall solution approach better.

Our requirement is to provide an end-to-end experience within Microsoft Teams, where users can complete actions and requests without being redirected to Employee Center, Service Portal, or any other external interface.

Thanks