Virtual Agent rendered HTML and images not showing in Microsoft Teams

[Wayne Richmond]

Hi. We have configured Virtual Agent to work with MS Teams. I was aware that HTML would be rendered as an image (png file) in the Teams chat, however, this isn't working; instead all we see is a broken image icon. 

Also, the images for the survey are not working either, which could mean it's an issue with images rather than the rendered HTML.

Anyone had this before and know how to resolve it?

Thanks

[Community Alums]

Hi Wayne,

Can you pls paste a screenshot how does it look in portal? Also, what is the format of images?

[Wayne Richmond]

Hey Hardit. If I use the survey smiley image as an example, it looks like this on the portal:

In Teams, I get this:

If I open MS Teams in the web browser I can inspect the URL which looks like this: 

If I amend the URL to ignore the content bit, it looks like this and works:

[Community Alums]

Hi Wayne,

I now remember this issue when we had implemented this integration in Madrid release. At that point of time, MS Teams support told us that they don't render images from third party integrations and they had no plans to support it as of now.

So, we ended up creating  a static list to receive feedback from end users. Maybe, you can connect with MS Teams support and they can guide you if anything has changed.

Though, I doubt they would change this as it seemed they intentionally wanted to keep this limitation.

Please mark this comment as Correct Answer/Helpful if it helped you.

Cheers,

Hardit Singh

[Wayne Richmond]

Hello Hardit, thanks again for your response. 

I would be very surprised if this were the same issue you're describing. In ServiceNow's own video of VA and Teams integration you can see images rendered in MS Teams. 

I have logged a hi ticket for support but I suspect it's a Teams / O365 configuration issue. I'll let you know the outcome.