Microsoft Copilot integration with Now Virtual Agent

[Dinesh90]

Hi @Victor Chen 

We would like to know that if we search something like create an incident in MS co-pilot, it is giving the results but to actually perform the task it is routing us with the links provided to now virtual agent chat window in MS teams.. is this the expected behaviour of co-pilot ?
or are we missing something here ? we are assuming that if we want to create an incident using co-pilot then user should be able to do this task in the co-pilot window instead of routing us to now virtual agent chat window to further perform step for create an incident.

Similar behaviour is with other LLM topics like "show my tickets" etc..
If we type "show my tickets" in co-pilot window, it gives us the initial info about  the topic but for the actual outcome and result it divert us to now virtual agent chat window and in bot window we have to start again everything. We would like to know if this the expected behaviour of co-pilot integration with now virtual agent bot ?

Anything newly introduced in Zurich so that we may get the right and complete results related to LLM topics in co-pilot window itself ?

Are the copilot results improved in Zurich using Custom Engine Agent (CEA) ? are they giving the expected results in copilot itself ?

[Lener Pacania1]

Hi Dinesh, 

Victor can elaborate.  At a high level the October release will allow most interactions to no longer re-direct to Teams.  Using co-pilot you will also be able to use in-line AI Agents, Q&A, and LLM topics if using Now Assist for VA. HTH. 

[Dinesh90]

We are still having the same issue.
MS co-pilot is not giving the complete results instead it is routing us to MS teams for further end to end conversation.
We are on Zurich patch 1.
We are using OOTB, now virtual agent bot, not the self configured one.

Will end to end VA conversation in MS copilot not work for OOTB bot ? only for self configured ?

Will activating CEA help us to get the complete end to end conversation in copilot ?
Victor is not replying, can you please help us on this? 

[Dinesh90]

@Victor Chen - pl help

[Victor Chen]

Hi @Dinesh90 , as Lener mentioned, you no longer get re-routed to Teams in the latest Copilot integration version. You need to upgrade the conversational integration with Teams plugin to 10.1.1, and you need to use a custom bot (built through a manifest file.) Some workflows like live agent will still be re-directed.