Carousel input displays broken images in Teams. Is there an alternative?

[Patrick Tipps1]

Hi all,

I'm new to the virtual agent and need help solving a customer issue as soon as possible.

I am working on a Now Assist implementation with a specific focus on the virtual agent.

One of the topics that the customer wants is a "Request Status" topic that will display the most 5 recent requests for a user if they have them. Right now we're using the Carousel Input node to display these requests, and it works fine in their virtual agent within ServiceNow. However, there appears to be an issue with displaying the images (a clipboard) for the requests using the carousel in Teams. The images just appear broken.

Based upon my research, the clipboard image that displays on the carousel for our topic is in the svg format and Microsoft Teams doesn't allow svg files on the app due to security concerns or something.

I've been asked to look into other options to present the most recent 5 requests without needing an image. The user needs to be able to click on the request and go to it within the portal.

Like I said before I am new to the virtual agent, and I will continue doing my own research and may end up solving the problem without help, but I need this fix in asap so I'm hoping someone with more experience can help point me in the right direction so that I don't spend forever trying to figure this out.

The structure is like this: click on Request Status topic -> "Here are your requests:" -> Displays 1 - 5 requests with details and a clickable hyperlink for each one.

If anyone can please help me, I would really appreciate it.

Thank you!