The Vancouver release is no longer supported. As such, the product documentation and release notes are provided for informational purposes only, and will not be updated.
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.
Before you begin
Role required: admin
About this task
The self-configured bot that you created is not available in the Microsoft global app store, unlike the ServiceNow pre-published app - ServiceNow Virtual Agent. You must upload your app to Microsoft Teams. Uploading adds the app to the team that you select
and you and your team can participate in the end-to end conversations with the
bot.
Note:
You need permission to upload custom apps in Microsoft Teams. To learn how to enable it, refer to the Microsoft documentation.
To publish the manifest file, from Microsoft Teams, perform the following steps:
Open Microsoft Teams app and navigate to Apps > Manage your apps.
Select Upload an app to your org's app catalog to release the self-configured bot to the entire organization.
Upload the zip file and click Add/Install.
After you successfully published the bot, click the 3-dot menu on the left pane to locate your app (search in the Find an app bar).
You have successfully published the bot on Microsoft Teams. It should now be available for your organization and you can start interacting with the bot.
Note: If you have enabled pre-linking by turning on Automatically Link ServiceNow user profiles on the Messaging App Integration UI page, users are pre-linked without typing hi. For more information about
pre-linking your accounts, see Pre-link Virtual Agent requesters for integration with Microsoft Teams. If you have turned off the check box, use the following manual account linking process described.
Type hi to start interacting with the bot.
The bot presents a prompt that provides options to authenticate, such as Link to ServiceNow, Continue as Guest, and Check out Tips.
Figure 1. Microsoft Teams bot responses
The Link to ServiceNow option requires you to enter their ServiceNow instance credentials. If you choose to link to your ServiceNow account, the following screen is displayed asking you to confirm the account linking.Figure 2. Linking MS Teams account with ServiceNow account
Account linking associates your Microsoft Teams account with your ServiceNow account for the ServiceNow instance that is integrated with the Conversational Integration with Microsoft Teams. If your account is linked, you can run Virtual Agent topics that use ServiceNow information and records. Figure 3. ServiceNow account linked with Microsoft Teams tenantIf you do not link your ServiceNow accounts, you can access and run only the public topics.
You have successfully integrated Virtual Agent
with Microsoft Teams using the self-configured method. If you are
interested in getting additional ITSM and HR capabilities in
Microsoft Teams, see these instructions for using
a self-configured bot
with ServiceNow for Microsoft Teams.
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You have successfully published the bot on Microsoft Teams. It should now be available for your organization and you can start interacting with the bot.
The Link to ServiceNow option requires you to enter their ServiceNow instance credentials. If you choose to link to your ServiceNow account, the following screen is displayed asking you to confirm the account linking.
Account linking associates your Microsoft Teams account with your ServiceNow account for the ServiceNow instance that is integrated with the Conversational Integration with Microsoft Teams. If your account is linked, you can run Virtual Agent topics that use ServiceNow information and records.