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sourceDocumentLink: https://www.servicenow.com/docs/r/australia/conversational-interfaces

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ft:locale :

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ft:publication_title :

    - Australia Conversational Interfaces

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# Setting up the Self-configured bot for using Microsoft Copilot

# Setting up the Self-configured bot for using Microsoft Copilot {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
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## Summary of Setting up the Self-configured bot for using Microsoft Copilot

This guide explains how ServiceNow customers can configure a Self-configured bot to work with Microsoft Copilot for ServiceNow Otto conversations.
It highlights the transition from the Declarative Agent (DA) to the Custom Engine Agent (CEA), which enables full Virtual Agent discovery and multi-turn conversation support within Microsoft Copilot.
The instructions apply to Microsoft Teams plugin versions 10.1.1 and above, with streaming and CEA behavior noted for versions 10.2 and later.
Show full answer Show less  

## Key Configuration Steps

* **Microsoft Teams Plugin:** Ensure you have version 10.1.1 or higher installed for CEA support. Version 10.2 defaults to CEA active and streaming inactive, with streaming becoming active by default as of October 2025.
* **Bot Installation Options:** You can use either the default ServiceNow Otto Virtual Agent bot from the Microsoft Teams app store or create a Self-configured bot. The default bot deploys automatically but cannot be customized.
* **Self-configured Bot Setup:** When creating your Self-configured bot, assign it a specific name that will also be used by the CEA.
* **Assistant Activation:** Activate your assistant via the Conversational Interfaces configuration page to enable it for Microsoft Copilot integration.
* **Topic Migration:** Migrate relevant conversational topics to the Now LLM Service to leverage large language model capabilities within Copilot. This requires enabling LLM.
* **Manifest File Updates:** Download the bot manifest from the Admin experience and update key fields such as the agent's description and any custom prompts reflecting unique skills or use cases (e.g., booking a hotel desk or ordering food). This enhances Copilot's ability to recognize and process those skills.
* **Copilot Activation:** Before uploading your updated manifest, ensure the Copilot checkbox is activated on the Conversational Interfaces admin page.

## Practical Impact for ServiceNow Customers

By following these setup steps, customers enable their Self-configured bots to integrate seamlessly with Microsoft Copilot, unlocking enhanced Virtual Agent capabilities and multi-turn conversations within Teams and Copilot environments. Customizing the bot's manifest and topics ensures Copilot can effectively recognize and handle unique organizational workflows, improving automation and user experience.  
Using your Self-configured bot with Microsoft Copilot for ServiceNow Otto conversations requires you to complete a few additional setup actions.  
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.

You can install the default ServiceNow Otto
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.

For more information on Microsoft Teams and ServiceNow Otto in Virtual Agent installation and settings, see [.](https://www.servicenow.com/docs/w0PKuUX3pNksLjJDmI6R3w "Integrate with Microsoft Copilot using Conversational Integration with Microsoft Teams to leverage the generative AI conversational experience.")

As of October 2025, streaming is active by default for both Teams and Copilot. Configurations are shared by Teams and Copilot, and both apps are linked to the assistant.  
You can use the self-configured bot or the default version to install Microsoft Copilot integration. The default bot automatically deploys in Copilot. If you want to use a self-configured bot for Microsoft Copilot, complete the following additional setup:

* Provide the Self-configured bot a name while creating it. This name is also provided to the Custom Engine Agent (CEA).
* Activate your assistant in the Conversational Interfaces configuration page. For more information, see [Configure assistants overview](https://www.servicenow.com/docs/Sc9j38ILtu~9qRO4WPWVZg "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 enables you to create and manage both chat and voice assistants.").
* Migrate any relevant topics to the Now LLM Service for ServiceNow Otto large language model (LLM) conversations with Copilot. To migrate your topics to LLM, you must enable LLM. For more information, see [Migrate NLU topics to LLM topics](https://www.servicenow.com/docs/kx64o15_2W3Bl1OQPGjeHg "Migrate one or more of your existing Natural Language Understanding (NLU) or keyword topics into new large language model (LLM) topics while maintaining your original NLU/keyword topics. After migration is complete, choose whether to publish your new LLM topics.").
* Update the following fields within the manifest file that is downloaded from Admin experience to configure the Self-configured bot. You can update your agent's description and update its prompts if it has any unique capabilities.Figure 1. Conversational Interfaces Microsoft Teams channel page Update the generic description that ServiceNow provides with a specific use case that you may have in your topics.

  For example, you may LLM skills for scenarios unique to your environment, such as reserving a hotel desk or
  ordering food for a meeting. Add those skills to your description to help Copilot recognize the skill and process it.

  For more information, refer to [App manifest scheme](https://learn.microsoft.com/en-us/microsoftteams/platform/resources/schema/manifest-schema) in the Microsoft Teams Developer documentation.
* Activate the Copilot check box on the Conversational Interfaces admin page before uploading your manifest.
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