Integrate ServiceNow Virtual Agent with Microsoft Teams

Add the Now Virtual Agent bot to your ServiceNow instance to integrate with Microsoft Teams.

始める前に

Install the Conversational Integration with Microsoft Teams plugin (sn_va_teams) on your ServiceNow instance before adding any integrations.

Role required: virtual_agent_admin or admin

注:

This activity requires the Application Administrator or Global Administrator roles, but only to accept one-time permissions for the application on behalf of the customer.

このタスクについて

Any time you create and publish a bot, every user receives all changes you've made. If you create a self-configured bot, the configuration includes a snapshot of the Microsoft Teams integration. Only the changes you make are added when you download the manifest. Re-upload your manifest to push through the changes. You can then use the bot when you publish it in the Microsoft Teams store page. The store page describes how to use the Now Virtual Agent app. If you install the Now Virtual Agent production bot, it will stay up-to-date on all the changes you make.

手順

1. Navigate to All > Conversational Interfaces > Settings.
2. In General Settings under Channels and integrations, select View All.
   The Channels and integrations page opens.
3. Under the Available Channels section in the Microsoft Teams tile, select Add Integrations.
   注:

   The Add Integrations drop-down menu is available only after installing the Conversational Integration with Microsoft Teams plugin (sn_va_teams) on your ServiceNow instance.

   
   
   
4. From the Add Integrations drop-down menu, select Integrate with ServiceNow Virtual Agent.
5. In the Microsoft Pick an account screen, select a Microsoft Teams account that you would like to use for the integration.
   
   
6. Log in to the selected Microsoft Teams account.
7. In the ServiceNow Virtual Agent screen, select Accept to accept the permissions for the app.
8. If the selected tenant has already been assigned to Virtual Agent, you must first uninstall from the previously associated instance.
   注:

   Starting from Tokyo release, if your Microsoft Teams tenant is already associated with another ServiceNow instance. If you intend to associate it with a new instance, then you're asked to contact the administrator to first uninstall it from the previously associated instance. For more information, see Override Microsoft Teams integration.

   
   
   

   Installation starts in the background. After the installation completes, a message confirms that you successfully installed the Now Virtual Agent integration for Microsoft Teams.

   
   
   
9. Select Go to Microsoft Teams to manage your Microsoft Teams app.
10. Select Continue to manage channels and integrations to manage the integration on your ServiceNow instance.

    The Microsoft Teams application appears in the list of integrations.

次のタスク

If you would like to integrate your ServiceNow® instance with another Microsoft Teams bot, select the Add Integration for ServiceNow® Virtual Agent icon against the ServiceNow® Virtual Agent bot or select the Add integration drop-down menu on the Manage Microsoft Teams channel page.

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For more information, see Manage the ServiceNow Virtual Agent integration with Microsoft Teams.