Configure your Microsoft Teams bots that are integrated with Virtual Agent to enable notifications, to link ServiceNow user profiles, and to set up system messages and contextual actions.

Before you begin

Role required: admin

Procedure

  1. Navigate to All > Conversational Interfaces > Settings.
  2. In General Settings under Channels and integrations, click View All.
  3. On the Channels and integrations page, in the Microsoft Teams tile, click Manage.
  4. Select the Settings tab.
  5. In the Enable Link Authentication section, configure the different link opening experiences using Smart Links.

    For more information about enabling link authentication for your Microsoft Teams bots, see Configure link authentication and opening experience in Microsoft Teams.

  6. Swipe to the left the Enable Notification for all users toggle button to disable notifications for the linked users.
    Note: The Enable Notification for all users toggle button is selected by default.

    The Automatically Link ServiceNow user profiles toggle button is selected by default and disabled for any further change. This option links all the active ServiceNow accounts automatically to the associated Microsoft Teams bot.

  7. Set up the Global Messaging Settings.
    Note: Any changes made to these settings will reflect in all the channels.
    • System Messages: Customize the default system messages displayed during Virtual Agent conversations.

      For more information about changing or updating a system message, see Change system messages.

    • Contextual Actions: Customize the supported actions per user command inputs.

      For more information about updating a contextual action, see Contextual actions for custom chat integrations.

What to do next

The Virtual Agent bot and Microsoft Teams tenant are now integrated for use on your ServiceNow instance. Your messaging users are automatically linked to their ServiceNow accounts.
  • Notify your users that the Virtual Agent bot for Microsoft Teams is available for use.
  • To improve the live agent experience for your users, you can activate the display of the estimated wait time for live chat support. When a user asks to chat with a live agent, a card shows the approximate wait time to talk with an agent, and gives the user the option to cancel the chat. For details on activating this feature, see Configure Agent Chat.