Virtual Agent: different bots/profiles (branding) for different portals + MS Teams tenants

[Chris Chambers1]

Hello,

In this SN Support article KB1160286, it describes a multi-tenant single instance scenario being supported, where we can have multiple MS Teams tenants connected to a single ServiceNow instance... but via a separate "Bot" for each

I have been able to install multiple MS Teams tenants on the Messaging Apps Integration page and they can all interact with VA.

What I am looking to do, and asking here, is this:

1. Is there recommended best/good practice when having multiple MS Teams tenants on one instance?
2. For each MS Teams tenant, can we have distinct branding? if so where/how is this done?
3. We are running an internal /esc portal for internal users, and a /csm portal for external customers. Can we have different branding... effectively different VA Bots (or profiles) for each portal? If so, how can we set this?
4. In this context... What is a Bot and how do I configure it!?!?!

Thanks in advance 🙂

[Dennis Hadderin]

Hi Chris,

This is a must have for us as well! We are looking for Scenario III with the same questions you have.

Thanks!!

[Chris Chambers1]

Well, when I ge the answer, I'll be sure to report back ☺️

[Jo9 · Accepted solution]

• Question 1: Is there recommended best/good practice when having multiple MS Teams tenants on one instance?
  • When a bot is created it's related to the instance and a client id and client secret is mapped so you can have one bot for one instance only unless something changed recently.
• Question 2: For each MS Teams tenant, can we have distinct branding? if so where/how is this done?
  • Yes, we can have it you can update in the manifest file.
• Question 3: We are running an internal /esc portal for internal users, and a /csm portal for external customers. Can we have different branding... effectively different VA Bots (or profiles) for each portal? If so, how can we set this?
  • Yes, you can do it by going to Conversational Interfaces --> General --> Branding--> You can add different branding for each portal
• Question 4: In this context... What is a Bot and how do I configure it!?!?!

  Procedure to configure bot

  • Login into Microsoft Teams and navigate to Developer Portal.
  • On the Developer Portal page, navigate to the Tools > Bot Management.
  • Click Create a New bot and provide a bot name of your choice and click Add.
  • Open the bot that you created and click the Configure tab.
  • Under Endpoint address, provide the instance URL in the Bot endpoint address field click Save.
    For example: https://<instancename>.service-now.com/api/now/v1/cs/adapter/msft/events.

    Note: Replace the <instancename> with the name of your ServiceNow instance (secondary instance for integrating with a bot on single Microsoft Teams tenant) where you are integrating with Microsoft Teams.
  • Navigate to Client secrets and click Add a client secret for your bot.
  • Copy the value of the client secret from the New client secret generated pop-up for later use as it is displayed only during this step and click OK.
  • Navigate to Developer Portal > Tools > Bot management and copy the Bot ID of the bot you created.
  • Retrieve the following details of your bot in Microsoft Teams to integrate with Virtual Agent.
    • Tenant ID: Follow the instructions on Microsoft Teams documentation, to fetch the Tenant ID.
    • Client ID (App ID): Client ID is the Bot Id that you have copied as mentioned in Step 8.
    • Client Secret: It is the secret that you have copied as mentioned in Step 7.
    • Bot Name: The name of the bot that you entered in Step 3.
  • Press Enter to save.