--- sourceDocument: Zurich Conversational Interfaces sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/conversational-interfaces Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Conversational Interfaces ft:clusterId : - convint bundleId : - convint workflow : - Platform --- # Setting up the Self-configured bot for using Microsoft Copilot # Setting up the Self-configured bot for using Microsoft Copilot {#ariaid-title1} Release version: Zurich Updated January 21, 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 set up a Self-configured bot to integrate with Microsoft Copilot for ServiceNow Otto conversations, focusing on the Zurich release. It highlights the transition from the Declarative Agent (DA) to the Custom Engine Agent (CEA), which enables full functionality and discoverability of Virtual Agent within Microsoft Copilot, supporting multi-turn conversations. Show full answer Show less ## Key Features * **Custom Engine Agent (CEA):** Replaces Declarative Agent for better integration with Microsoft Copilot. Requires Microsoft Teams plugin version 10.1.1 or higher for support. * **Default vs. Self-configured Bot:** The default ServiceNow Otto Virtual Agent bot deploys automatically in Microsoft Teams and Copilot but is not customizable. A self-configured bot allows custom prompt and manifest updates. * **Streaming and Configuration:** As of October 2025, streaming is enabled by default for both Teams and Copilot, and configurations are shared across both platforms. * **Manifest Customization:** You can update the agent's description and prompts in the manifest file to reflect unique skills or use cases, improving Copilot's recognition and processing. ## Setup Requirements and Steps * Provide a unique name for the Self-configured bot during creation; this name is also used by CEA. * Activate the assistant within the Conversational Interfaces configuration page to enable bot functionality. * Migrate relevant topics to the Now LLM Service to leverage large language model conversations with Copilot; this requires enabling LLM. * Enable AI Search on the ServiceNow Otto instance to ensure compatibility with Microsoft Copilot. * Update and upload the customized manifest file, including a specific description of your bot's unique skills, and activate the Copilot checkbox in the Conversational Interfaces admin page. ## Key Outcomes By completing these steps, ServiceNow customers can deploy a customized Virtual Agent bot that fully integrates with Microsoft Copilot, enabling advanced conversational capabilities tailored to their environment. This setup ensures seamless multi-turn conversations, enhanced topic handling via LLM, and improved user experience through AI Search integration and manifest customization. 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 [Integrating ServiceNow Otto for Virtual Agent with Microsoft Copilot](https://www.servicenow.com/docs/dQsRBM_FTLyyG5MYlyzjCg "Integrate ServiceNow Otto for Virtual Agent 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/0bKmXfQyHQhSU1~pEwib6w "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/hnk~oxKyU6kabf_uREQ~~A "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."). * Enable AI Search on your ServiceNow ServiceNow Otto instance to use ServiceNow Otto with Microsoft Copilot. For more information about enabling AI Search, see [Enable AI Search for Next Experience](https://www.servicenow.com/docs/access?context=enable-ais-next-exp-app&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US). * 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. {#setup-self-bot-copilot__ul_ogl_p3h_2cc}