Integrating Virtual Agent with Microsoft Teams for GCC-H or DoD

You can integrate Virtual Agent with Microsoft Teams for GCC-H (Government Community Cloud - High) or DoD (Department of Defense) customers 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. The self-configured bot bypasses the collaboration proxy architecture.

If you are a commercial customer who has already installed a pre-published bot but would like to integrate with multiple ServiceNow instances within a single Microsoft Teams tenant, see Integrate your self-configured bot with single Microsoft Teams tenant.

If you are a Microsoft GCC (GovtCommunityCloud) customer, do not follow this step. Instead, refer to Integrating Virtual Agent with Microsoft Teams using the self-configured bot.

Prerequisites

Before integrating Virtual Agent with your Microsoft Teams tenant, ensure that the following prerequisites are met:

• Verify that your ServiceNow instances have been upgraded to the San Diego release.
• Verify that you have not previously attempted installing the Conversational Integration with Microsoft Teams app on your instances.

  If you previously tried to install the integration in Quebec and the above releases, refer to this Knowledge Base article to remove the residual installation items.

  If you previously tried to install the integration in a release prior to Quebec, contact Customer Service and Support for help with cleaning up your instance manually.

• Verify that you have the admin permissions on ServiceNow and Microsoft Azure instances.

What to do next

1. Plugins for Conversational Integration with Microsoft Teams.
2. Create a bot in Microsoft Teams for GCC-H or DoD.
3. Integrate your self-configured bot with Microsoft Teams for GCC-H or DoD.
4. Auto-generate the manifest file and upload it into Microsoft Teams for GCC-H or DoD.

• Create a bot in Microsoft Teams for GCC-H or DoD
  Create a self-configured bot with Microsoft Teams for GCC-H or DoD customers to be able to integrate with the Virtual Agent.
• Integrate your self-configured bot with Microsoft Teams for GCC-H or DoD
  Link your registered Microsoft Teams bot with your ServiceNow instance to integrate it with the Virtual Agent. Use your ServiceNow Virtual Agent application to install and configure Conversational Integration with Microsoft Teams.
• Auto-generate the manifest file and upload it into Microsoft Teams for GCC-H or DoD
  After you complete integrating the bot on the ServiceNow instance, configure the manifest file, auto-generate it, and upload the package file to Microsoft Teams to start conversing with the Virtual Agent.
• Limitations in GCC-H or DoD for Microsoft Teams integration with Virtual Agent
  Learn about the limitations for Microsoft Teams Government Community Cloud - High (GCC-H) or the US Department of Defense (DoD) Microsoft Teams integration with Virtual Agent.