--- sourceDocument: Zurich Conversational Interfaces sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/conversational-interfaces Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Conversational Interfaces ft:clusterId : - convint bundleId : - convint workflow : - Platform --- # Integrating ServiceNow Otto for Virtual Agent with Microsoft Copilot # Integrating ServiceNow Otto for Virtual Agent with Microsoft Copilot {#ariaid-title1} * Release version: Zurich * * Updated August 20, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Integrating ServiceNow Otto for Virtual Agent with Microsoft Copilot This integration connects ServiceNow Otto for Virtual Agent with Microsoft Copilot via Conversational Integration with Microsoft Teams, enabling a seamless generative AI conversational experience within Microsoft Teams. The integration leverages the Custom Engine Agent (CEA), which replaces the older Declarative Agent (DA), allowing Microsoft Copilot to fully access ServiceNow Otto's multi-turn conversation capabilities. This integration requires Microsoft Teams plugin version 10.1.1 or higher, with version 10.2 having CEA enabled by default and streaming disabled by default. Show full answer Show less ## Key Features * **Generative AI Assistants Collaboration:** Microsoft Copilot and ServiceNow Otto work together to provide users with answers and actions directly from Copilot, with the ability to hand off requests to Otto within Microsoft Teams. * **Easy Setup:** The integration uses the existing Conversational Integration with Microsoft Teams application (Xanadu release or later) without requiring additional configuration changes on the ServiceNow instance. * **Licensing Requirements:** Requires either a Microsoft Copilot license or the free Copilot chat license, and ServiceNow Otto must be licensed and configured. * **Bot Options:** Customers can use either the default Now Virtual Agent bot (available in the Microsoft Teams app store) or a Self-configured bot for integration with Copilot. * **Interaction Methods:** Users can interact with the Now Virtual Agent bot in Copilot by @-mentioning the bot or selecting it from the Agents section within Copilot's interface. * **Self-configured Bot Support:** Supports the latest Copilot CEA experience, with production bot support continuing until October 2025, but requires additional setup steps for full functionality. ## Practical Guidance for ServiceNow Customers * Ensure you have the Xanadu version of the Conversational Integration with Microsoft Teams application installed and configured. * Verify that Microsoft Copilot is enabled on your Microsoft Teams tenant and that you have the required licenses. * Install the ServiceNow Microsoft Teams plugin from the ServiceNow app store and the default Otto bot from the Microsoft Teams app store if using the default bot. * Enable the appropriate Teams bot for ServiceNow Otto conversations via the ServiceNow assistant configuration interface. * If using a Self-configured bot, follow the additional setup instructions to align with Microsoft Copilot's CEA experience. * Use plugins by providing the bot or plugin name during generative AI conversations within Microsoft Copilot to connect seamlessly with ServiceNow Otto. ## Expected Outcomes By integrating ServiceNow Otto for Virtual Agent with Microsoft Copilot, customers gain a powerful, AI-driven conversational experience that enhances productivity within Microsoft Teams. Users can efficiently get answers and perform actions through Copilot while leveraging ServiceNow's Virtual Agent capabilities for complex, multi-turn interactions. This integration requires minimal configuration, supports multiple bot deployment options, and aligns with Microsoft Teams' native capabilities to streamline user engagement and support workflows. Integrate ServiceNow Otto for Virtual Agent with Microsoft Copilot using Conversational Integration with Microsoft Teams to leverage the generative AI conversational experience. Note: Custom Engine Agent (CEA) is replacing Declarative Agent (DA), the prior Microsoft Copilot integration. The CEA enables Virtual Agent to be discoverable by Microsoft Copilot, with full functional access to ServiceNow Otto in Virtual Agent and multi-turn conversations. You must have version 10.1.1 or higher of the Microsoft Teams plugin to have CEA support. In version 10.2 of the Microsoft Teams plugin, streaming is inactive by default and CEA is active by default. Microsoft Copilot and ServiceNow Otto are generative AI assistants that work together. The Microsoft Copilot integration with ServiceNow Otto for Virtual Agent enables users to get answers and take actions straight from Copilot. Meanwhile, Copilot can hand off requests to ServiceNow Otto in Microsoft Teams.The Microsoft Copilot integration uses the existing setup and configuration experience for Microsoft Teams through the Conversational Integration with Microsoft Teams application, because the primary use case for Copilot is an extension of Microsoft Teams. You can install the default ServiceNow Otto for Virtual Agent bot from the Microsoft Teams app store. This bot deploys automatically, but you cannot customize its prompts or manifest description. You must still install the ServiceNow Microsoft Teams plugin from the ServiceNow app store. The default Conversational Integration with Microsoft Teams plugin (sn_va_teams) automatically integrates with Copilot. For the integration to work automatically, verify that you have: * The Xanadu version of the Conversational Integration with Microsoft Teams application installed and configured. If you have a previous version of the application, upgrade it to the Xanadu release. * Either a Microsoft Copilot license or the free Copilot chat license. Note: * Before the integration, make sure that Copilot is enabled on your Microsoft Teams tenant. * No configuration changes are required on your ServiceNow instance to integrate with Microsoft Copilot. * There are no additional configurations required for Copilot. {#ms-copilot-na-va__ul_ngj_s5k_2cc} * The ServiceNow Otto license and verify that ServiceNow Otto for Virtual Agent is configured. For more information, see [Configuring assistants overview](https://www.servicenow.com/docs/0bKmXfQyHQhSU1~pEwib6w "Use Assistant Designer to build and optimize large language model (LLM) assistants for your conversational needs. Assistant Designer is a centralized assistant administrator experience that allows you to create and manage both chat and voice assistants."). * Enable the teams bot (the Otto bot or the Self-configured bot for Copilot integration) for ServiceNow Otto Conversations in the AllConversational InterfacesAssistantsDisplay experienceChannels section. For more information, see [Configuring assistants overview](https://www.servicenow.com/docs/0bKmXfQyHQhSU1~pEwib6w "Use Assistant Designer to build and optimize large language model (LLM) assistants for your conversational needs. Assistant Designer is a centralized assistant administrator experience that allows you to create and manage both chat and voice assistants."). {#ms-copilot-na-va__ul_xww_dhn_2cc} ## Integrate Microsoft Copilot with Now Virtual Agent bot {#ms-copilot-na-va__section_glj_j15_xbc} If you're using the default Now Virtual Agent bot, no additional setup is required. The process of integrating the Now Virtual Agent bot with Microsoft Copilot is similar to that of integrating the Now Virtual Agent bot with Microsoft Teams. For more information, see [Integrate Virtual Agent with Microsoft Teams](https://www.servicenow.com/docs/TX7JNW24ydEDC_YVsf5UcQ "Enable ServiceNow Virtual Agent to integrate with the Microsoft Teams application."). To interact with the Now Virtual Agent bot within Copilot, you can either @-mention the bot name and invoke it or navigate to the Agents section on the right panel within Copilot to select it for direct interaction.Figure 1. Selecting the Now Virtual Agent bot within Copilot The default Now Virtual Agent app that is compatible with Microsoft Copilot integration is available on the Microsoft Teams store for use. ## Integrate Microsoft Copilot with Self-configured bot {#ms-copilot-na-va__section_xc5_4b5_xbc} Use your Self-configured bot to connect with Microsoft Copilot. The process of integrating the Self-configured bot with Microsoft Copilot is similar to that of integrating the Self-configured bot with Microsoft Teams. For more information, see [Integrating Virtual Agent with Microsoft Teams using the self-configured bot](https://www.servicenow.com/docs/~hNF3gtqSBLEik05lKkMKA "You can integrate Virtual Agent with Microsoft Teams by configuring your own bots. The self-configured method provides another way for customers to enable the integration without installing the default Now Virtual Agent app that is published on the Microsoft Store. Unlike the pre-published app, the self-configured bot bypasses the collaboration proxy architecture."). The self-configured bot will support the latest Copilot CEA experience. The production bot will continue to provide support until October 2025. For more information, see [Setting up the Self-configured bot for using Microsoft Copilot](https://www.servicenow.com/docs/o4KaPaEj5rY1oVkuUmPunw "Using your Self-configured bot with Microsoft Copilot for ServiceNow Otto conversations requires you to complete a few additional setup actions.") and * **[Setting up the Self-configured bot for using Microsoft Copilot](https://www.servicenow.com/docs/o4KaPaEj5rY1oVkuUmPunw)** Using your Self-configured bot with Microsoft Copilot for ServiceNow Otto conversations requires you to complete a few additional setup actions. * **[ServiceNow Otto for Virtual Agent conversations with Microsoft Copilot](https://www.servicenow.com/docs/kdujUs~pcGFSJQf2aQetGA)** Use plugins in Microsoft Copilot to connect with the Copilot by providing your bot or plugin name during your generative AI conversations. *[\>]: and then