Can we route end user teams chat to live agent being in Teams window when we use Moveworks?

[TamojitD]

Hi Team, 

We are using Moveworks and it is integrated to Teams. As we are using Moveworks chatbot, so we are not using virtual agent bot.

As move works in integrated to Teams, end user is chatting from teams window and seeing the Moveworks answers in teams window.

But when end user wants to chat with a live agent, Moveworks is providing a link of ServiceNow live agent url which is routing end user to a live agent url window. This is not a good experience for end user.

When we integrate virtual agent bot with Teams, end user can chat with virtual agent and live agent both being in Teams window.

Why Moveworks experience is different? do we have a solution for this?

Please help.

Regards,

Tamojit

[Matthew_13]

Hi there,

 This difference is normal and comes down to how the two products are built really.

When you use ServiceNow Virtual Agent with Teams, both the bot and the live agent chat are native to ServiceNow, so ServiceNow can keep the entire conversation inside the Teams window when it escalates to a live agent.

With Moveworks, the chatbot experience is owned by Moveworks, not ServiceNow. Moveworks can integrate with Teams for the bot experience, but it does not embed ServiceNow Live Agent. Becaause of that, when a user needs to talk to a live agent, the only supported handoff is a redirect to the ServiceNow Live Agent URL, which opens in a separate window.

There isn’t a configuration or plugin that changes this today — it’s a product and architectural limitation. Most customers either accept the redirect as part of the experience, or split responsibilities Moveworks for automation and ticket creation, ServiceNow Virtual Agent for live chat in Teams.

So you’re not doing anything wrong; the experience is different by design, and a true in-Teams live agent handoff is only supported with ServiceNow Virtual Agent.

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