Manage the ServiceNow Virtual Agent integration with Microsoft Teams

Manage your ServiceNow® Virtual Agent bot branding and customize the bot messages in your ServiceNow instance after integration with Microsoft Teams.

Before you begin

• Roles required:

  • virtual_agent_admin and external_app_install_admin or admin
  • Microsoft Teams administrator (one of the following): Global administrator, Application administrator, or Cloud application administrator

Procedure

1. Navigate to All > Conversational Interfaces > Settings.
2. In General Settings under Channels and integrations, select View All.
3. On the Channels and integrations page, in the Microsoft Teams tile, select Manage.
   
   When you select Manage, you’re redirected to the Manage Microsoft Teams channel page where you can manage the bots.
4. To integrate your ServiceNow instance with another Microsoft Teams bot, select the Add integration for ServiceNow Virtual Agent icon against the ServiceNow Virtual Agent bot or select the Add integration drop-down on the top-right of the Manage Microsoft Teams channel page and select Integrate with ServiceNow Virtual Agent.
5. Select the Manage Bot icon and select Manage Virtual Agent.
   You’re redirected to the Bot Configuration page for the selected bot.
6. Select the Branding tab to brand your Now Virtual Agent bot.
   For more information about branding your bot, see Configure branding for your ServiceNow Virtual Agent bot in Microsoft Teams.
7. Select the Bot Messages tab to create and edit a bot message.
   For more information, see Create bot messages.