Unable to fix broken integration between Microsoft Teams and ServiceNow Virtual Agent

[varunmehta]

My integrations of Microsoft Teams + ServiceNow Virtual Agent was already working on our instance till yesterday however it is not working since today morning.

My ServiceNow Virtual agent ID is connected to Microsoft Teams ID and the Web ServiceNow Virtual Agent i working correctly with proper User-Bot conversations.

Till yesterday my Microsoft Teams had the ServiceNow Virtual Agent bot enabled to respond to users queries in Teams from ServiceNow Virtual Agent, however, now there is no response from the Virtual Agent Bot to user queries written in Microsoft Teams.

For eg., on typing in Hi, the ServiceNow VA Bot in Teams, the Bot response should greet the user with his name and say "Hi <User Name>, How can I help you?"... but there is no response from Teams ServiceNow VA bot as if it is not connected to ServiceNow VA.

The integrations from ServiceNow on my ID is showing correct details under my User Role with Microsoft Teams information too.

Any help here would be appreciated.

[Matthew Train · Accepted solution]

Try typing the word 'bye' and see if that will reset it for you.

[varunmehta]

Thanks Mathews!

It worked. 🙂

Appreciate your prompt response and good day ahead!

[luuk_logicalis]

We seem to experience the same issue. However, typing "bye", "restart" or "hi" all seem to fail. Has anyone else experienced it or has a possible solution? The Virtual Agent does still respond to other users within Teams. It also responds to me within the Service Portal, just not within Teams.

I also tried changing the command from "bye" to other keywords, but that did not work either.

EDIT: Uninstalling the app for the user, and then adding again fixed the issue.

[Drin]

Hi, this could be a little irrelevant but may I ask how do you change the command keywords of the Virtual Agent? Thank you.