In the Xanadu release, customers can integrate with Microsoft Copilot 365 to provide users with Now Assist-powered self-service in Microsoft Teams.
Updated: January 2025
Prerequisites
- Xanadu+ instance
- Now Assist license (Creator not supported)
- Conversational integration with Microsoft Teams plugin, v8.0.0+
- Virtual Agent plugin
- Microsoft 365 + Teams + Copilot license
High level installation steps
- In your ServiceNow Xanadu instance, install/update the Virtual Agent plugin and Conversational integration with Microsoft Teams integration store app, version 8.0.0+.
- [In the January 2025 Xanadu patch, the Copilot integration can now be installed with an out-of-box bot, so a custom bot is no longer required. Simply install the Teams integration store app and then enable the Copilot integration in the Now Assist in Virtual Agent Setup page: Assistants > Display Experience > Channels. If you wish to still create a custom bot, follow the steps 3-5 below.]
- In your Azure developer portal, create a custom bot.
- In ServiceNow, navigate to Conversational Interfaces Home > Settings > General > Channels, and create a self-configured bot for Microsoft Teams. Generate the manifest file with the custom bot details from Step 2 and with Message Extensions enabled.
- In Microsoft Teams, create an app by uploading the manifest file.
- Users can now access the Now Assist in Virtual Agent integration in Copilot via the 'plugins' icon in the chat bar (search for the bot name).
See documentation here: https://docs.servicenow.com/bundle/xanadu-conversational-interfaces/page/administer/virtual-agent/co...
Use cases supported
- Conversational catalog ordering
- Search Knowledge Base
- Virtual Agent
- Live Agent
How to access the bot in Copilot in the Xanadu release:
Troubleshooting/FAQ
See the Microsoft Teams integration FAQ for related information and troubleshooting.
My manifest file generation fails.
- If generation fails the first time, try the process again.
In Azure developer portal, I encounter an error creating a custom bot.
- Search the Microsoft support site for details, but it may be because you do not have the right admin privileges.
I can't find my ServiceNow bot in Copilot in the plugins menu
- Verify that you enabled Message Extensions when generating the manifest file. Verify your bot name is one word.
I can't click on the source pills at the bottom of the Copilot response.
- The pills on the bottom are intentionally not clickable. Hover or click on the in-line citation numbers instead to navigate to a source or Virtual Agent topic.
I'm not able to get good query responses.
- Type your bot name in the beginning of your query to improve results quality. Or try again with a more specific query.
Is the Copilot integration supported for GCC?
- Yes, with the self-configured bot option.
What is the difference between this integration and one that Microsoft provides as a connector to ServiceNow?
- Microsoft's connector to ServiceNow only retrieves knowledge articles and catalog items as links, as of today. ServiceNow's integration, in collaboration with Microsoft, provides more native, in-line experience for knowledge responses and conversational catalog ordering without leaving the Teams interface. It also provides a Virtual Agent integration, and soon live agent chat. ServiceNow or Microsoft may make changes that impacts the connector's compatibility which requires the customer to resolve.
Is the Copilot integration available for NLU Virtual Agent?
- No.
Does the Copilot integration consume IHub transactions or Assists?
- Conversations in Copilot-only consume Assists. When Copilot hands off to the Teams bot, e.g., for Virtual Agent topics, IHub transactions will also be counted with Assists.
Hi, we are seeing our VA Chat in most places where Copilot is accessible to us including Teams and https://m365.cloud.microsoft/chat?auth=2. It's presented as Copilot Agent and it works for us. It seems to be returning results from the Search Sources we've configured in AI Search to work with VA Chat. However, we do NOT own Now Assist licenses.
Is this a fluke that will be corrected at some point (meaning we'll lose it)? Or can we expect it will continue to work for us?
