ServiceNow Otto in Microsoft Teams

[Michael Aala]

Hi, 

Does anyone integrate their Now Assist to ServiceNow Otto(Microsoft Teams Apps) ?

How was your feedback so far? 

We are getting a very slow response and timeout to this integration.

[Yep]

Our response time varies. Sometimes its pretty quick and other times it drags a bit. Have you been able to find anything to improve response times?

We haven't done this ourselves yet but have you tried using Now Assist as an callable Agent in CoPilot? I wonder if response times will improve in there and maybe we just use the normal Teams Virtual Agent for notifications.

[abirakundu23]

Hi @Michael Aala ,

I would suggest please raise HI ticket to get clarify for the response time improvement . Please check any system property has default respose time setup or not.


Please mark helpful & correctanswer if it's worthy for you.

[sanjaygupta]

The response time can depend on the Teams integration method and the conversational configuration. One documented recommendation for slow responses and Copilot timeouts is to enable Streaming in the assistant's Conversational Experience setup.

• Navigate to AI Agent Studio / Assistants and open your assistant's Conversational Experience setup.

• Check whether Streaming is enabled, if your integration supports this setting.

• Verify that the Conversational Integration with Microsoft Teams application is updated to a compatible version.

• Review the integration release notes for fixes related to conversations getting stuck in the thinking stage.

ServiceNow has documented fixes for LLM conversations getting stuck in the thinking stage in version 10.3.4 (June 2026).

You can refer to these resources:

1. Microsoft Copilot integration with Now Assist – FAQ

2. Conversational Integration with Microsoft Teams – Release Notes

One distinction worth checking is whether you are using the Teams Virtual Agent integration or the Microsoft Copilot integration, as their configuration and troubleshooting steps differ.