Bot Interconnect between Virtual Agent and Copilot (Zurich)

[pragatishendre]

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!

[Tanushree Maiti]

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