Upload the manifest file that you generated to the Microsoft Teams and test your app experience to make it be available in the Microsoft global app store.

Before you begin

Role required: admin

The self-configured bot that you created will not be available in the Microsoft global app store unlike the ServiceNow pre-published app - ServiceNow Virtual Agent. To test your app experience within Microsoft Teams, you must upload your app to Microsoft Teams. Uploading adds the app to the team that you selected and your team can participate in the end-to end conversations with the bot.

Procedure

  1. Log in to the Microsoft Teams Admin Center using the admin credentials and navigate to Teams apps > Setup policies.
  2. Click Add and turn on Upload custom apps (if it has not been enabled already) and click Save at the bottom of the page.Microsoft Teams admin center portal, with Teams apps tab open and Setup policies selected. Teams apps, Setup policies, Add policies, and Upload custom apps areas are highlighted.
  3. Open Microsoft Teams app and navigate to Apps > Manage your apps.Microsoft Teams apps portal. Apps, Manage your apps, Upload a custom app, and Upload an app to your org's app catalog options are highlighted.
  4. Select Upload a custom app for testing purposes and select Upload an app to your org's app catalog to release the self-configured bot to the entire organization.
  5. Upload the zip file and click Add/Install.
  6. 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).Microsoft Teams Apps portal, with three-dot menu icon highlighted.
    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.
  7. Perform the following steps on the Microsoft Teams Admin center.
    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.
    1. 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
      Microsoft Teams multi instance bot prompts.
      The Link to ServiceNow option requires users 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 Microsoft Teams account with ServiceNow account
      Microsoft Teams account linking confirmation dialog box.
      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. Users with linked accounts can run Virtual Agent topics that use ServiceNow information and records.
      Figure 3. ServiceNow account linked with Microsoft Teams tenant
      ServiceNow account linked with Microsoft Teams tenant.
      If your users do not link their ServiceNow accounts, they can access and run only the public topics.
    2. Configure the bot on your ServiceNow instance.
      For more information, see Virtual Agent integration with messaging apps.

What to do next

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.