MS Teams and ServiceNow Integration - Turn off "MSTeamsAdapterConstants" prompts.

[JayAdmin_16]

Hi there, I'll mention firstly that I'm very new to ServiceNow administration and this is my first post to the community - I've yet to see a thread for what I'm querying about, so I'm hoping someone might be able to help. 

We're implementing the Teams and ServiceNow Integration into our business. We've successfully linked the Employee Portal, and Virtual Agent in Teams. However, the responses from Teams and our ServiceNow DEV environment are different, and I'm determining if there's a way to streamline the behavior exhibited by the VA in our ServiceNow Dev environment, and our Teams environment. 

For example, on first interaction the VA in our DEV environment prompts a message saying "How can I help?"

With the VA in teams, I'd need to type "hi" first before being prompted with the stock standard "Hi XXX, please enter your request or make a selection of what I can help with. You can type help any time when you need help. Here are available topics I can help with." 

I've had some guidance in discovering that in the Script Include "MSTeamsAdapterConstants" contains all the messages that Teams uses to communicate with the user through VA. Would there be a way to turn this off? Or modify it in a way where it's streamlined to the way 

We'd just like to find a way to turn off these out of box prompts with the VA in Teams. Is this possible? 

Let me know if any further information is required, and thanks in advance.  

[JayAdmin_16 · Accepted solution]

Hi All, 

This issue is now solved. The solution was in short, cloning our production environment (which had no prior MS Teams plugins or configurations, just our ServiceNow VA) over to DEV, which is now working seamlessly with the Now Virtual Agent and ServiceNow for Microsoft 365 on Teams. I suspect with my limited knowledge so far it potentially may be due to the ServiceNow for Microsoft 365 Manifests and the multiple manifests that may of been applied. Either way, the issue is now resolved now for us! 

[Vira]

i still see the card to select llm topics