How to integrate Now Assist in Virtual Agent with Microsoft Teams?

[Sameeksha M]

I want to integrate Now Assist in Virtual Agent with Microsoft Teams?

Could anyone help me to build this integration?

[prerna_sh]

Hi @Sameeksha M 

"Conversational Integration with Microsoft Teams plugin (sn_va_teams)" plugin is required for integration.

Please check out these for more details (I myself followed these):
Integrate ServiceNow Virtual Agent with Microsoft Teams
Integrating Now Assist in Virtual Agent with Microsoft Teams 
https://www.youtube.com/watch?v=pk0a_uEy11U
(Any other help required please let me know🙂)

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If my response solves your query, please marked helpful by selecting accept as Solution and Helpful. Let me know if anything else is required.
Thanks,
Prerna

[Sameeksha M]

Thanks for replying,

Sure I'll go through, could you please tell me what are the prerequisites to implement this integration?

[prerna_sh]

Hi @Sameeksha M 
Please check out this👇

Also go through this article, you'll get the pre-requisites: Integrate ServiceNow Virtual Agent with Microsoft Teams
Conversational integration with Microsoft Teams - ... - ServiceNow Community
@Sameeksha M is there any above document helped you?

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If my response solves your query, please marked helpful by selecting accept as Solution and Helpful. Let me know if anything else is required.
Thanks,
Prerna

[Marc-AndreL]

Hi @Sameeksha M,

To integrate Now Assist in Virtual Agent with Microsoft Teams, you need to configure the Teams connection first and then enable Now Assist. Here is the recommended approach:

1. Install Required Plugin

Ensure the Conversational Integration with Microsoft Teams plugin (sn_va_teams) is active in your instance. This plugin enables Virtual Agent to connect with Teams.

2. Configure Microsoft Teams Integration

Follow the official guide to set up:

• Create an OAuth connection for Teams in ServiceNow
• Register an app in Microsoft Azure (client ID and secret)
• Set up Bot Framework for Teams
• Configure redirect URLs in Azure

3. Enable Now Assist in Virtual Agent

After Teams integration is working, activate Now Assist for Virtual Agent. This requires:

• Now Assist plugin enabled
• AI Search configured and indexed (knowledge articles, catalog items)
• Roles such as admin or va_admin for setup

4. Prerequisites Checklist

• Teams integration plugin installed
• Azure app registration completed
• Virtual Agent topics published
• Now Assist plugin active
• AI Search configured

Helpful Links

• Integrate ServiceNow Virtual Agent with Microsoft Teams
• Integrating Now Assist in Virtual Agent with Microsoft Teams
• Video walkthrough

Once these steps are complete, test by starting a Virtual Agent conversation in Teams and confirm that Now Assist suggestions appear.

Hope this helps. Let us know if you need more details.

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