--- 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 --- # VA feature support in Teams conversations # Virtual Agent feature support in Microsoft Teams conversations {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read The Microsoft Teams app supports Virtual Agent features, such as Assistant Designer controls for creating conversations, notifications, AI Search results, and more. ## Emojis and text {#va-teams-other-features__section_jtx_5ly_25b} Starting with Version 4.0.1, when a user chats with a live agent and sends a message that contains emojis, the text gets delivered and the emoji is displayed on the agent workspace. Note: Due to the difference in the platforms (app or web browser) used by the end user and the live agent, there's a difference between the emojis that are sent by the end user and the emojis that are received by the live agent. A user can understand how emojis look like in a chat conversation and in the Agent Workspace from the following examples. Figure 1. Emojis in a chat conversation ![Emojis appear in line with text as the user enters them.]() Figure 2. Emojis in Agent Workspace ## Message pagination {#va-teams-other-features__section_uvd_42d_4fc} Microsoft Teams has a limit on the maximum message size before paginating the message. Adjust the number of characters allowed in a message by going to the system properties \[sys_properties\] table and setting the number in the system property sn_va_teams.picker_char_limit. ## AI Search results {#va-teams-other-features__section_xs4_tkk_l4b} ServiceNow Otto for Virtual Agent can generate AI Search results that are displayed as Genius result cards and multi-link outputs in conversations. For details on how Virtual Agent generates AI Search results, see [(Legacy) Implementing AI Search in NLU](https://www.servicenow.com/docs/QH5KxPYEAp39SZF09EQ6_w "Virtual Agent uses the ServiceNow AI Platform AI Search application to return search results in bot conversations as a fallback when there are no relevant topics to display to end users. Virtual Agent also provides a Run AI Search topic block that topic authors can use to generate search results in a topic."). The default AI Search configuration for Virtual Agent enables search results for Q\&A (Knowledge Base and catalog items). The user has the option to like or dislike the information presented in the card. For more information, see [Genius Results](https://www.servicenow.com/docs/access?context=genius-results-ais&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US). ## URL navigation for chat links {#va-teams-other-features__section_ztl_qnp_3qb} In the Virtual Agent and Live Agent conversations on the Microsoft Teams app, the links to ServiceNow records open automatically in base system portals. These records include the links that are displayed in the output cards, Virtual Agent notifications, and AI Search results. If needed, as the administrator, you can change the portals where these links are opened in. For configuration details, see [(Legacy) Configure URL navigation for chat links](https://www.servicenow.com/docs/k_fIhCOkyl0A8gQo6Sqvqw "Configure the portals in which links to ServiceNow records in live agent and Virtual Agent conversations are opened, including links in output cards and cards for Virtual Agent notifications and AI Search results."). ## Masking of sensitive user data {#va-teams-other-features__section_jxh_142_4qb} Starting with Version 2.0.0, passwords that are entered by users and confirmed in bot responses are masked during the password reset conversations in the Microsoft Teams app. A user can understand how a password is masked in Microsoft Teams from the following example.Figure 3. Example of password masking ## Support for file uploads {#va-teams-other-features__section_wny_4vf_4qb} Starting with Version 2.0.0, users can upload their file attachments with the paper clip icon ![Paper clip icon.]() in the Microsoft Teams conversations. A user can learn to attach an icon in the Microsoft Teams chat window from the following example.Figure 4. File attachment support ## Trusted domains {#va-teams-other-features__section_yfw_5td_xvb} Values specified in the Trusted media domains field of the Provider Channel Identities table \[sys_cs_provider_application\] take precedence over the Connections table \[sys_cs_provider\] and overrides its values. ## Catalog opening experience in Microsoft Teams conversations {#va-teams-other-features__section_bkq_q2g_fvb} Starting with Version 4.1.0, users can request a catalog item from the Microsoft Teams app during a conversation. You can select the Request this item button in a conversation with Microsoft Teams. This button opens the catalog item in the Task Module window, where the user can view the information of the item and submit the request within Microsoft Teams. The following examples show how a user can request and then view a catalog item. Figure 5. Request Catalog item Figure 6. View Catalog item ## Custom branding in the Microsoft Teams application {#va-teams-other-features__section_xdg_5jg_4qb} Microsoft Teams supports app customization, which enables you, as the administrator, to customize the branding of the Now Virtual Agent bot in the Conversational Integration with Microsoft Teams. To learn more about app customization, see these resources: * [Customize apps in Microsoft Teams](https://docs.microsoft.com/en-us/microsoftteams/customize-apps) in the Microsoft Teams documentation. * [MS Teams branding for the conversational integration](https://community.servicenow.com/community?id=community_article&sys_id=3b4f487edbe17490904fa9fb1396195b) in the ServiceNow Community. {#va-teams-other-features__ul_x1g_sqg_4qb} ## HTML rendering in Microsoft Teams {#va-teams-other-features__section_hwt_plt_ldc} When a Virtual Agent sends a message in Microsoft Teams with HTML tags, only those HTML tags supported by Microsoft Teams are rendered as normal tags. For more information about the Microsoft Teams supported HTML tags for bot messages, see [Formatting bot messages](https://learn.microsoft.com/en-us/microsoftteams/platform/resources/bot-v3/bots-text-formats). ## Custom controls in Microsoft Teams {#va-teams-other-features__section_p14_z5t_fgc} Using the Custom Control utility will cause failure in Microsoft Teams conversations with the message channel is not supported. See [Custom control utility](https://www.servicenow.com/docs/6u~rtNiu9DgVdS55wKnW4w "Use the Custom Control utility in a Virtual Agent topic or topic block to reference a custom input control or a custom response control. Custom controls complement the controls provided in Assistant Designer.") for more information on the utility. * **[Assistant Designer Asset library user input and bot response controls in Microsoft Teams](https://www.servicenow.com/docs/tfDIloIJ9R0szWvoWgY_vg)** The Assistant Designer Asset library user input and bot response controls for creating conversation topics are supported in Microsoft Teams conversations, including the table bot response, the card control that can display images, and the image bot response controls. * **[Virtual Agent notifications supported in Microsoft Teams](https://www.servicenow.com/docs/YenI1rpDuRvJGnzqAciQgA)** Microsoft Teams app supports Virtual Agent notifications during conversations. * **[Unsupported Virtual Agent features in Microsoft Teams](https://www.servicenow.com/docs/aQTF9dZKTtItYL6BHAS7vA)** Refer to the unsupported features of Virtual Agent in Conversational Integration with Microsoft Teams. * **[Capture common errors and provide resolution steps for Microsoft Teams using the Conversational Interfaces Diagnostic Tool](https://www.servicenow.com/docs/vJXrPSGX3VD2L3TTY77GLQ)** The Conversational Interfaces Diagnostic Tool runs a health report to define and capture information for different categories of the Conversational Integration with Microsoft Teams app, such as plugin details, configuration settings, system properties, integration failures, and so on, and lets the user validate and review these settings to start a bot-conversation.