Setting up the Self-configured bot for using Microsoft Copilot

  • Release version: Zurich
  • Updated January 21, 2026
  • 2 minutes to read
    • Summarize
    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 ServiceNow customers can configure a self-configured Virtual Agent bot to integrate with Microsoft Copilot for Now Assist conversations. It highlights the transition from Declarative Agent (DA) to the new Custom Engine Agent (CEA), which enhances discoverability and multi-turn conversation capabilities within Microsoft Copilot and Now Assist.

    Show full answer Show less

    Key Features

    • Custom Engine Agent (CEA): Replaces Declarative Agent, providing full functional access to Now Assist and enabling multi-turn conversations.
    • Microsoft Teams Plugin: Version 10.1.1 or higher is required for CEA support; version 10.2 defaults to CEA active and streaming inactive, with streaming active by default as of October 2025.
    • Bot Options: Customers can use the default Now Assist Virtual Agent bot from the Microsoft Teams app store (auto-deployed but non-customizable) or create a self-configured bot for tailored capabilities.
    • Shared Configurations: Streaming and configurations are shared between Microsoft Teams and Copilot, linking both apps to the same assistant.

    Setup Requirements for Self-configured Bot

    • Naming: Assign a unique name to your self-configured bot during creation; this name is used by the Custom Engine Agent.
    • Activate Assistant: Enable your assistant within the Conversational Interfaces configuration page in ServiceNow.
    • Migrate Topics: Move relevant topics to Now LLM Service to utilize large language model conversations with Copilot. This requires enabling LLM in your instance.
    • Enable AI Search: AI Search must be enabled in your ServiceNow Now Assist instance to support Copilot integration.
    • Manifest File Update: Download the manifest file from the Admin experience and update key fields such as the agent’s description and prompts to reflect any unique skills or scenarios your bot supports (e.g., booking hotel desks, ordering food).
    • Copilot Activation: Before uploading the updated manifest, activate the Copilot checkbox on the Conversational Interfaces admin page to enable integration.

    What You Can Expect

    By completing these steps, ServiceNow customers can deploy a self-configured Virtual Agent bot that fully integrates with Microsoft Copilot, leveraging Now Assist’s capabilities for rich, multi-turn conversations enhanced by large language models. This setup allows customization of bot prompts and descriptions to align with unique business processes, improving user experience and operational efficiency.

    Using your Self-configured bot with Microsoft Copilot for Now Assist 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 Now Assist 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 Now Assist 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 Now Assist in Virtual Agent installation and settings, see Integrating Now Assist in Virtual Agent with Microsoft Copilot.

    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.
    • Migrate any relevant topics to the Now LLM Service for Now Assist 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.
    • Enable AI Search on your ServiceNow Now Assist instance to use Now Assist with Microsoft Copilot. For more information about enabling AI Search, see Enable AI Search for Next Experience.
    • 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
      Use the Microsoft Teams channel page in Conversational Interfaces Channels and Integrations to create and manage app settings.
      Update the generic description that ServiceNow provides with a specific use case that you may have in your topics.

      For example, if you have unique LLM skills that accomplish scenarios unique to your environment, such as reserving a hotel desk or ordering food for a meeting, add those skills to your description so that Copilot is able to recognize the skill and process it.

      For more information, refer to App manifest scheme in the Microsoft Teams Developer documentation.

    • Activate the Copilot check box on the Conversational Interfaces admin page before uploading your manifest.