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

[ChittiS]

Hi @Tanushree Maiti ,

I have tried following the steps, but it was working as expected.
Could you please share any other workaround to achieve this requirement.
Thanks

[vermaamit16]

Hi @ChittiS 

I suggest you to read this article https://www.servicenow.com/community/intelligence-ml-articles/now-assist-in-conversational-catalog-r...

If you have any unsupported variable type in your catalog item/record producer, you will not be able to request/order in-line, it will open up in SP or ESC portal based on your default portal settings.

ServiceNow has provided an OOB UI Action button "View Conversational Details" which can help you to find whether a catalog item/record producer is conversational or not. It also provides you recommendations on how you can make it conversational. Refer below screenshots. Please do ensure that the checkbox "Make the item non-conversational in VA" is unchecked.