--- sourceDocument: Australia Conversational Interfaces sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces Release : - australia ft:locale : - en-US ft:publication_title : - Australia Conversational Interfaces ft:clusterId : - convint bundleId : - convint workflow : - Platform --- # Integrating with Microsoft Copilot # Integrating with Microsoft Copilot {#ariaid-title1} * Release version: Australia * * Updated March 12, 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 Integrating with Microsoft Copilot This integration enables ServiceNow customers to leverage Microsoft Copilot's generative AI conversational capabilities within Microsoft Teams by connecting it with ServiceNow Otto in Virtual Agent. The integration uses Conversational Integration with Microsoft Teams, allowing users to get answers and take actions directly from Copilot, while Copilot can hand off requests to ServiceNow Otto for multi-turn conversations. Show full answer Show less The Custom Engine Agent (CEA) replaces the previous Declarative Agent (DA) for this integration, enhancing discoverability and functionality of ServiceNow Otto within Copilot. No additional configuration changes are needed in ServiceNow beyond existing Virtual Agent setup. ## Key Features * **Custom Engine Agent (CEA):** Required for full functional access, available from Microsoft Teams plugin version 10.1.1 and active by default from version 10.2. * **Seamless Integration:** Uses the existing Conversational Integration with Microsoft Teams application (Xanadu version recommended) and supports both the default Now Virtual Agent bot and Self-configured bots. * **Licensing Requirements:** Requires a Microsoft Copilot license or free Copilot chat license and the ServiceNow Otto license with Virtual Agent configured. * **Bot Interaction:** Users can interact with the Now Virtual Agent bot in Copilot by @-mentioning or selecting it from the Agents panel within Copilot. * **Self-configured Bot Support:** Supports the latest Copilot CEA experience with additional setup steps; production bot support continues until October 2025. ## Practical Considerations for ServiceNow Customers * Ensure your Microsoft Teams tenant has Copilot enabled and you possess the necessary licenses. * Install or upgrade to the Xanadu version of the Conversational Integration with Microsoft Teams application. * Install the ServiceNow Microsoft Teams plugin from the ServiceNow app store to enable CEA support. * Verify that ServiceNow Otto is licensed and properly configured in Virtual Agent, including enabling the Teams bot channel. * No additional ServiceNow instance configurations are needed for Copilot integration. * Choose between using the default Now Virtual Agent bot or a Self-configured bot depending on customization needs. ## Resulting Benefits By integrating Microsoft Copilot with ServiceNow Otto, customers gain a streamlined, AI-driven conversational experience within Microsoft Teams. This enables faster, more intuitive user interactions by combining Copilot's generative AI with ServiceNow's workflow capabilities, improving service delivery and user satisfaction without complex setup. Integrate 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 in 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 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 in Virtual Agent is configured. For more information, see [Configuring 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 allows you to create and manage both chat and voice assistants."). * Enable the teams bot (the Now Virtual Agent bot or the Self-configured bot, which you would like to use for Copilot integration) for the ServiceNow Otto Conversations in the AllConversational InterfacesAssistantsDisplay experienceChannels section. For more information, see [Configuring 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 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/kuMKvqIc4q0pxNQ3ZwrJnQ "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/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."). 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/DEbLVf2WiQmTwkn09nscdw "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/DEbLVf2WiQmTwkn09nscdw)** Using your Self-configured bot with Microsoft Copilot for ServiceNow Otto conversations requires you to complete a few additional setup actions. * **[ServiceNow Otto in Virtual Agent conversations with Microsoft Copilot](https://www.servicenow.com/docs/gNYizXqULZxJ6gKwcAKKIg)** Use ServiceNow Otto plugins in Microsoft Copilot to connect with the Copilot by providing your bot or plugin name during your generative AI conversations. *[\>]: and then