---
sourceDocument: Brazil Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Integrating ServiceNow Otto for Virtual Agent with Microsoft Teams

# Integrating ServiceNow Otto for Virtual Agent with Microsoft Teams {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
ServiceNow Otto for Virtual Agent uses large language models (LLMs) and generative AI to improve deflection rates and reduce the amount of work that Natural Language Understanding (NLU) topic discovery once required.

ServiceNow Otto for Virtual Agent is available through portals on the chat widget, the mobile app, and Microsoft Teams. To integrate ServiceNow Otto for Virtual Agent with Microsoft Teams, see [Configure assistants overview](https://www.servicenow.com/docs/CRpOhuc1tRDeraEeCZ0xUg "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."). In step 12 of the procedure to [Configure assistants overview](https://www.servicenow.com/docs/CRpOhuc1tRDeraEeCZ0xUg "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."), there's the option to choose where to display Virtual Agent. Select Microsoft Teams.  
ServiceNow Otto for Virtual Agent with Microsoft Teams relies on AI Search fallback topics. Within AI Search fallback topics, two types of results can appear:

1. Genius Results: Catalog items (conversational and non-conversational) and knowledge base articles (single-turn and multi-turn Q\&A).  
   Figure 1. Genius Results for catalog items and knowledge base articles
2. Regular search results (multi-link outputs in conversations).

For more information, see [Exploring Virtual Agent](https://www.servicenow.com/docs/XXIGI8xIqUOTd3pHv690Og "The ServiceNow Virtual Agent platform provides user assistance through conversations within an intelligent messaging interface. Design and build automated conversations that use large language models (LLMs) and AI to improve deflection rates.") and [Virtual Agent feature support in Microsoft Teams conversations](https://www.servicenow.com/docs/21jk3x70Z1KRN9hV4zOR6g "The Microsoft Teams app supports Virtual Agent features, such as Assistant Designer controls for creating conversations, notifications, AI Search results, and more.").