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

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    - australia

ft:locale :

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ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

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workflow :

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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
* 
* ![](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 Setting up the Self-configured bot for using Microsoft Copilot

This guide explains how to configure a Self-configured bot to integrate Microsoft Copilot with ServiceNow Otto conversations in Virtual Agent.
The integration uses the Custom Engine Agent (CEA), which replaces the previous Declarative Agent (DA) and enables full multi-turn conversation functionality between Microsoft Copilot and ServiceNow Otto.
Show full answer Show less  

## Key Requirements

* Microsoft Teams plugin version 10.1.1 or higher is required for CEA support.
* Version 10.2 of the Microsoft Teams plugin defaults to CEA active and streaming inactive, but as of October 2025, streaming is active by default for both Teams and Copilot.
* The ServiceNow Otto Virtual Agent bot is available from the Microsoft Teams app store but is not customizable.
* You must install the ServiceNow Microsoft Teams plugin from the ServiceNow app store to enable full integration.

## Self-configured Bot Setup Steps

* Assign a unique name to your Self-configured bot during creation; this name is used by the CEA.
* Activate your assistant on the Conversational Interfaces configuration page.
* Migrate relevant conversational topics to the Now LLM Service to enable large language model (LLM) conversations with Copilot. This requires enabling LLM in your instance.
* Download the bot manifest file from the Admin experience and update it to customize the agent's description and prompts to reflect your unique use cases and skills (e.g., hotel desk reservations, food ordering).
* Ensure the manifest file's description clearly defines the bot's capabilities to help Copilot recognize and process its skills.
* Activate the Copilot checkbox on the Conversational Interfaces admin page before uploading the updated manifest.

## Practical Benefits

By following these steps, ServiceNow customers can create a customized Virtual Agent bot that fully integrates with Microsoft Copilot, enabling enhanced, multi-turn conversational experiences within Microsoft Teams. This integration supports tailored use cases specific to your business environment, improving automation and user engagement.  
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 [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.").
* 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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