Bot Interconnect between Virtual Agent and Copilot (Zurich)

pragatishendre
Tera Contributor

2 hours ago

Hi Community,
We have a requirement to configure Bot Interconnect between ServiceNow Virtual Agent and Copilot (Zurich).
We need to:
Configure a Custom Engine Agent
Enable bidirectional ticket retrieval
Enforce a 5-second timeout
Enable latency logging


Has anyone implemented this? Looking for guidance on the configuration approach, prerequisites, and whether this is supported out-of-the-box or requires customization.

Note: We have integrated Microsoft teams with service now using self configured bot.

Thanks in advance!

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Tanushree Maiti
Tera Patron

2 hours ago

Hi @pragatishendre 

 

Refer: Setting up the Self-configured bot for using Microsoft Copilot 

https://www.servicenow.com/community/developer-forum/connect-servicenow-live-agent-with-copilot/td-p...

https://learn.microsoft.com/en-us/microsoft-copilot-studio/customer-copilot-servicenow

https://learn.microsoft.com/en-us/microsoft-copilot-service/servicenow-integration

https://www.youtube.com/watch?v=PbH1ED8A-OI

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
Master Copilot Studio and ServiceNow Connectors - By a Microsoft Engineer
Master Copilot Studio and ServiceNow Connectors - By a Microsoft Engineer
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