--- sourceDocument: Australia Conversational Interfaces sourceDocumentLink: https://www.servicenow.com/docs/r/australia/conversational-interfaces Release : - australia ft:locale : - en-US ft:publication_title : - Australia Conversational Interfaces ft:clusterId : - convint bundleId : - convint workflow : - Platform --- # Use ServiceNow Otto for Virtual Agent in Teams conversations # Using ServiceNow Otto for Virtual Agent conversations with Microsoft Teams {#ariaid-title1} Release version: Australia Updated November 5, 2026 ![](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 Using ServiceNow Otto for Virtual Agent conversations with Microsoft Teams ServiceNow Otto enhances Virtual Agent conversations in Microsoft Teams by delivering a large language model (LLM)-based conversational experience. This capability supports both Now Virtual Agent bots and self-configured bots integrated with Microsoft Teams, enabling more natural and efficient user interactions. Show full answer Show less To utilize these LLM-powered features, customers must first integrate their Virtual Agent or self-configured bot with Microsoft Teams. This integration is essential to enable ServiceNow Otto's conversational AI functionality within Microsoft Teams channels. ## Key Features * **Legal Disclaimer:** Every conversation starts with a clear AI-generated message disclaimer, followed by a greeting and presentation of LLM-enabled topics, ensuring transparency for users. * **Pagination and Search:** Users can navigate through multiple pages of choices and search for specific items or users via a search bar. This feature improves usability by allowing selection from available choices or finding more options using "More Options" and "Previous Options" buttons. * **Configurable Pagination:** Pagination behavior is controlled by provider properties such as `pickerpaginationexperiencesupported` (enables pagination) and `pickerpaginationlimit` (sets the maximum items per page, up to 100). This flexibility helps tailor the user experience to organizational needs. * **Generative AI QnA Card:** Users can ask questions and receive AI-generated answers displayed in a card format, including a sparkle image, legal disclaimer, and citation, improving clarity and trust in responses. * **Integration with Microsoft Copilot:** ServiceNow Otto supports integration with Microsoft Copilot through conversational integration in Teams, enabling synthesized AI responses that summarize information in a conversational, easy-to-read format without the need to browse multiple carousels. ## Practical Benefits for ServiceNow Customers * Improved conversational engagement in Microsoft Teams with AI-driven, context-aware dialogue powered by ServiceNow Otto. * Enhanced user experience with intuitive navigation, search capabilities, and summarized AI responses, reducing time spent searching for information. * Clear communication of AI-generated content through disclaimers, fostering user confidence and compliance. * Flexible configuration options to optimize pagination and display of choices according to business requirements. * Seamless leveraging of Microsoft Copilot for richer AI interactions, expanding the capabilities of Virtual Agent conversations within Teams. The ServiceNow Otto provides you with the large language model (LLM)-based conversational experience during your conversations with a Now Virtual Agent bot or a Self-configured bot that is integrated with Microsoft Teams. To enable a bot with LLM-based capabilities and experience LLM-based conversations with ServiceNow Otto, you must first integrate your Now Virtual Agent bot or a Self-configured bot with Microsoft Teams. ## Integrating Microsoft Teams with Virtual Agent {#na-va-llm-teams__section_zzs_fjc_ybc} You can integrate Virtual Agent with Microsoft Teams either with your Now Virtual Agent bot or the Self-configured bot. To integrate Microsoft Teams with the Now Virtual Agent, see [Integrate Virtual Agent with Microsoft Teams](https://www.servicenow.com/docs/kuMKvqIc4q0pxNQ3ZwrJnQ "Enable ServiceNow Virtual Agent to integrate with the Microsoft Teams application."). To integrate Microsoft Teams with a Self-configured bot, see [Integrating Virtual Agent with Microsoft Teams using the self-configured bot](https://www.servicenow.com/docs/xt4D~MAZTTZfPGXkVLxPFA "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."). ## Conversational experience with ServiceNow Otto in Microsoft Teams {#na-va-llm-teams__section_zft_syc_ybc} The ServiceNow Otto provides a new AI Search experience in channels with the following features: * Legal Disclaimer The first message in a conversation with ServiceNow Otto displays a legal disclaimer indicating that it is an AI-generated message followed by the ServiceNow Otto greeting message and LLM-enabled topics.Figure 1. Legal Disclaimer Figure 2. LLM Topics * Pagination and Search You can navigate through multiple pages of choices and search for specific items or users, using the Search bar.Figure 3. Pagination and Search When you select an LLM-enabled topic, the Search bar is displayed along with the available choices related to the selected topic and the More options button. You can either search for an item or user using the Search bar or pick an item or user from the available choices. If you want to look for more available options, you can navigate to the next page using the More Options button. If you would like to go back to the previously listed choices, you can use the Previous Options button. If you have searched for a user or an item, the choices related to your search term are displayed. You can either select from the choices available or reset the search and pagination. Tip: You can reset the Pagination and Search by selecting Enter in the Search bar. The Pagination and Search capabilities are managed by the following provider properties: * picker_pagination_experience_supported: Enables the pagination experience in your LLM conversations with ServiceNow Otto. The default value of this property is true. * picker_pagination_limit: Sets the page limit value for an adapter for displaying the choices. The maximum page limit value that can be set for an adapter is 100. For example, if a topic has fewer than 100 choices available and the limit is set to 100, then the More Options button is not displayed. If a topic has more than 100 choices available when the limit is to 100, then the More Options button is displayed. {#na-va-llm-teams__ul_qmg_mc4_ybc} * Generative AI QnA card Use this feature to ask questions and get answers from ServiceNow Otto through LLM in a card format. The response is displayed with a sparkle image, the legal disclaimer, and the citation about the question asked.Figure 4. Generative AI QnA Card {#na-va-llm-teams__ul_css_zxz_xbc} For more information about enabling LLM for your bots integrated with Microsoft Teams, see . * **[Integrating with Microsoft Copilot](https://www.servicenow.com/docs/w0PKuUX3pNksLjJDmI6R3w)** Integrate with Microsoft Copilot using Conversational Integration with Microsoft Teams to leverage the generative AI conversational experience. * **[Synthesized response in Microsoft Teams conversations](https://www.servicenow.com/docs/5zmfwJ4yFtwDQ9fgbPdaYQ)** Conversational Integration with Microsoft Teams is designed to provide new and rich user experience with synthesized responses using Large Language Models (LLM) based results summarized in a single response for users to see information in a conversational way, and avoid browsing through carousels.