Connect to live agent from Azure chat bot deployed in MS teams

Chaiatnya
Tera Contributor

‎05-26-2026 11:43 PM

Hi, Users can initiate chat from esc portal and connect to Live agent using AWA(Advanced work assignment). Now we have deployed Azure chat bot in Teams and want to connect to ServiceNow live agent. Please help what are the end point URL need to share along with prerequisite in ServiceNow also any configurations need to be done in ServiceNow. We are entitled to Virtual agent, however we are not using Virtual agent.

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Tanushree Maiti
Tera Patron

‎05-27-2026 01:15 AM - edited ‎05-27-2026 01:16 AM

Hi @Chaiatnya 

 

refer:

KB0958547 Configure Virtual Agent access in Microsoft Teams using ServiceNow Messaging Apps Integrat... 

https://www.youtube.com/watch?v=pk0a_uEy11U

 Agent Chat & Advanced Work Assignment(AWA) Complete Workshop

Migrate from Connect Support to Advanced Work Assignment and Workspace Agent Chat

 

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
ServiceNow Virtual Agent Integration with Microsoft Teams - ITSM Demo
ServiceNow Virtual Agent Integration with Microsoft Teams - ITSM Demo
youtube.com/watch?v=pk0a_uEy11U
ServiceNow and Microsoft have teamed up to simplify work for everyone by making self-service solutions easily accessible and convenient. Check out this demo on the integration of ServiceNow Virtual Agent and Microsoft Teams. **Connect with other developers, share knowledge, and unlock endless ...
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