MS Teams virtual agent not responding

[Kavita Kulkarn1]

We have installed ServiceNow for MS teams application and facing below issues. I have checked all the FAQs and troubleshooting steps, however that didn't help.

1. We are using branding images in manifesto file. It shows the images in side bar and in app header. However the Bot logo is unchanged (as attached). We are expecting that to be updated as well.

2. When we updated the Manage NOW Virtual Agent permission policies (block NOW Virtual Agent) as per document, the bot stops responding on MS Teams.

@Victor Chen 

[Saurav11]

Hello,

Please check the below post's correct answer:-

https://www.servicenow.com/community/developer-forum/now-virtual-agent-is-not-responding-in-ms-teams...

Please mark my answer as correct based on Impact.

[Kavita Kulkarn1]

Thanks for the response Saurav11.

So, the virtual agent stops responding only when we update the now virtual agent policy and block it as per the doc I mentioned above. If we unblock, it starts responding. But in that case we run into the bot icon issue (first point in original post).