Integrating ServiceNow Virtual Agent with Microsoft Teams Using a Microsoft 365 E5 Sandbox

Yogesh Shinde
ServiceNow Employee
ServiceNow Employee
‎07-24-2025 09:52 AM

This guide is intended to provide a comprehensive, step-by-step walkthrough for integrating the ServiceNow Virtual Agent with Microsoft Teams using a Microsoft 365 E5 developer environment. It is based on hands-on configuration experience. Whether you're a developer, administrator, or architect, this article will help you navigate the integration process with clarity and confidence. All screenshots are taken from a live configuration to ensure practical relevance, and the steps are presented in the exact sequence required for a successful setup.

 

While this guide uses the ServiceNow Microsoft E5 developer subscription as an example, the same steps apply to any organization or developer who joins the Microsoft 365 Developer Program and sets up an E5 sandbox environment for integration and testing purposes.

 

  1. Use your company ID ServiceNow email ID to create a developer account: https://developer.microsoft.com/en-us/microsoft-365/dev-program. You’ll get Renewable E5 subscription and a domain name e.g. x1234.onmicrosoft.com which you can use for building solution and integration with ServiceNow.
  2. In https://developer.microsoft.com/en-us/microsoft-365/profile, Click “Go to Subscription” link to which will open https://m365.cloud.microsoft/ from where you can access admin page https://admin.microsoft.com/

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  1. Click on Identity which will ask you to loginYogeshShinde_40-1753375028073.png

     

Note: Login ID will be <servicenowid>@<domain> i.e., domain created during login x1234.onmicrosoft.com

 

  1. Register the App in Azure NOW: On the https://entra.microsoft.com/ homepage, use the shortcuts to select App registration.

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  1. Register a Bot (App Registration) in Azure

Field

Value

Name

ServiceNow Virtual Agent Bot

Supported account types

Accounts in this organizational directory only

Redirect URI (optional)

Type: Web

Value: https://<your-instance>.service-now.com/oauth_redirect.do (Replace <your-instance> with your actual instance name, e.g., dev12345)

 

Click Register

  1. Once registration is complete, you'll see the App Overview screen. Copy and keep the following: Application (client) ID and Directory (tenant) ID

 

  1. Create Client Secret in your ServiceNow Instance
    1. Go to: Certificates & secrets > Client secrets > + New client secret
    2. Give a name like SNClientSecret and expiry = 6 months or more
    3. Click Add
    4. Copy the secret value immediately — you won't see it again (Secret Value, not the Secret ID)

 

  1. Configure the OAuth Provider in ServiceNow
    1. In System OAuth > Application Registry > New > Connect to 3rd Party:  

Field

Value

Name

Microsoft Teams OAuth

Client ID

(paste from Azure)

Client Secret

(paste from Azure)

Authorization URL

https://login.microsoftonline.com/<Tenant-ID>/oauth2/v2.0/authorize

Token URL

https://login.microsoftonline.com/<Tenant-ID>/oauth2/v2.0/token

Redirect URL

https://<instancename>.service-now.com/oauth_redirect.do

Grant type

Authorization Code

 

Replace <Tenant-ID> with your Directory (tenant) ID.

  1. ⚠️ IMPORTANT: Also update this field Default Grant type. Change it from

Resource Owner Password Credentials to Authorization Code

  1. Save the record.
  1. Go to “Channels & Integrations”

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  1. Select Microsoft Teams – add to virtual agent. Once successfully added, you’ll see a message confirming the same.

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11. Configure Link Authentication: https://www.servicenow.com/docs/bundle/yokohama-conversational-interfaces/page/administer/virtual-ag...

 

 

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Authorize

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12. Add the VA App ID:

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13. To get the Now Virtual Agent APP ID. Go to Microsoft 365 Admin center > Teams > Manage Apps

 

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14. In the MS Teams (using the Microsoft developer account), add the Servicenow virtual agent app in the MS-Teams. Note the App ID.

 

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15. Back to Link Authentication in ServiceNow (point 6 above) – Ensue that you are in the correct scope.

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16. Go to Virtual Agent App in MS-Teams (https://teams.microsoft.com/v2/) and type in a message, it will prompt you for confirmation to connect to the account. Upon confirmation, the MS-Teams and ServiceNow Virtual can start communicating seamlessly.

 

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17. Chat Examples on MS teams (https://teams.microsoft.com/v2/) – Querying about a customer service case

 

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18. If you have setup Advanced Work Assignment/ Live Agent Chat in your ServiceNow Instance, then Live-Agent Hand-off too will work seamlessly as shown below.

 

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Note: In my instance, I have not activated Case Summarization, and hence there’s so summarization of the chat during the hand-off.

 

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