Microsoft Teams chat management AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • This Microsoft Teams integration agent automates workflows between ServiceNow and Microsoft Teams. It provides capabilities such as looking up chats and messages.

    Workflow

    1. Identify whether the user wants to look up a chat or a specific message.
    2. Gather the necessary identifiers and retrieve the requested chat or message details via ServiceNow Integration Hub.
    Table 1. Configuration
    Field Description
    Allow third party to access this AI agent

    When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field.
    Allow AI specialists to access this AI agent

    When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field.
    Manage long-term memory

    When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference.
    Tools
    Flow Actions
    Look up Chats
    Look up Message
    Agent roles (ACLs) snc_internal
    Data access roles snc_internal
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Not defined.
    Used in agentic workflows

    Not applicable.

    Learn more about Integration Hub at Integration Hub.