Hello Experts,
We have ServiceNow Virtual Agent integrated with Microsoft Teams.
In the Service Portal Virtual Agent experience, users have the option to start a new conversation at any time (for example, a "Start New Chat" or end conversation capability). However, when interacting with the same Virtual Agent through Microsoft Teams, we do not see any similar option we only have (Hi, bye, restart commands). The Teams chat continues within the same conversation thread, and users do not have a clear way to start a fresh conversation.
We are looking to understand the following:
Is there any out-of-the-box functionality in Microsoft Teams Virtual Agent that allows users to:
- Start a new chat/conversation
- End the current chat
- Display a "+" icon or button to restart the conversation
If this is not supported OOTB, has anyone implemented a custom solution?
- Custom button
- Quick action
- Adaptive Card action
- UI Action equivalent for Teams
- Virtual Agent topic that resets/restarts the conversation
Is it possible to create a custom "Start Over", "End conversation" button that redirects users to the Greeting Topic or initiates a completely new conversation session?
Are there any ServiceNow documents, KB articles, or best practices that explain the limitations and supported capabilities of conversation restart functionality within Microsoft Teams? The official documentation indicates that Teams uses a persistent chat experience that differs from the Service Portal experience.
We would appreciate hearing how others have addressed this requirement.
Thank you in advance for your guidance.
