Microsoft Exchange Online meeting management pre-built topic for ITSM Virtual Agent

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Microsoft Exchange Online meeting management pre-built topic for ITSM Virtual Agent

    The Microsoft Exchange Online meeting management pre-built topic for ITSM Virtual Agent enables users to efficiently schedule, reschedule, and cancel meetings directly through the Virtual Agent interface. This capability integrates with Microsoft Exchange Online calendars and supports adding meeting links via Microsoft Teams, Cisco Webex Teams, or Zoom, enhancing collaboration and streamlining meeting management within the ServiceNow environment.

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    Key Features

    • Meeting Scheduling: Users provide attendee email addresses, meeting time, duration, subject, and description. The Virtual Agent suggests available times based on invitees’ calendars and supports meeting types such as virtual, conference room, or hybrid.
    • Meeting Rescheduling: Users select an existing meeting by date, choose a new time, and confirm rescheduling. The Virtual Agent updates the meeting and can handle multiple reschedules in one session.
    • Meeting Cancellation: Users specify the original meeting timeframe. The Virtual Agent lists possible meetings to cancel, allowing selection of individual or multiple meetings, then sends confirmation upon cancellation.
    • Integration with Collaboration Tools: Depending on enabled spokes, meeting invites can include links for Microsoft Teams, Cisco Webex Teams, or Zoom meetings.
    • Natural Language Understanding (NLU): The topic uses NLU to interpret user intents for managing meetings, improving interaction accuracy and user experience.
    • Employee Experience VA Topic Blocks: Utilizes these blocks to maintain consistency and streamline conversation flow.

    Requirements and Important Notes

    • Microsoft Exchange Online spoke (snexonlinespke) must be configured to connect with calendars and manage meeting invites.
    • Email addresses of meeting attendees must be stored in the User [sysuser] table for proper inclusion in invites.
    • Optional usage of Microsoft Teams, Cisco Webex Teams, or Zoom spokes to add meeting links if these integrations are enabled.
    • This pre-built topic must be duplicated only within the ITSM Virtual Agent Conversations scope to avoid script logic errors.
    • A deprecated version (Manage Meetings EXO) exists but it is recommended to use Manage Meetings EXO v1.0 for the latest features and improvements.

    Expected Outcomes

    • Streamlined and automated meeting management, reducing manual administrative effort.
    • Improved scheduling accuracy with calendar-aware meeting time suggestions.
    • Enhanced collaboration through automatic inclusion of virtual meeting links when applicable.
    • Consistent user experience leveraging conversational AI with natural language understanding.
    • Reliable meeting updates and notifications managed directly within the Virtual Agent interface.

    ITSM Virtual Agent helps you manage meetings in Microsoft Exchange Online. Using the Manage Meetings EXO topic, you can schedule, reschedule, and cancel a meeting.

    Manage Meetings EXO v1.0

    Natural Language Understanding (NLU) is used to identify and trigger the meeting action that a user wants to perform. Users can schedule, reschedule, or cancel a meeting.

    Requirements:
    Note:
    If this topic is duplicated in a different scope than ITSM Virtual Agent Conversations, script logic can be affected and cause errors. This topic must be duplicated in the ITSM Virtual Agent Conversations scope.
    Basic flow for scheduling a meeting:
    1. User enters the email addresses for all attendees, the meeting time, and the meeting duration.
    2. Virtual Agent provides a list of available meeting times, based on the calendars of the invitees.
    3. User enters the meeting subject and description.
    4. User can choose the type of meeting: virtual/online, conference room, or hybrid.

      If the spokes are enabled on the instance, the user can add a meeting link for Microsoft Teams, Webex, or Zoom.

    5. Virtual Agent returns the meeting link (if applicable) and the meeting details.
    6. User confirms that Virtual Agent should schedule the meeting.
    7. Once the user confirms, Virtual Agent sends the email invitations and schedules the meeting.
    Note:
    The user can also schedule a meeting through Virtual Agent using the Microsoft Teams service.
    Basic flow for canceling a meeting:
    1. User enters the start and end date and time of the original meeting.
    2. Virtual Agent returns a list of potential meetings to cancel.
    3. User selects the desired meeting or can choose to cancel all meetings during the specified duration.
    4. Virtual Agent cancels all specified meetings and sends the user a confirmation email.
    Basic flow for rescheduling a meeting:
    1. User enters the original meeting date.
    2. Virtual Agent returns a list of potential meetings to reschedule.
    3. User selects the desired meeting.
    4. User enters a new meeting time.
    5. Virtual Agent confirms that the meeting has been rescheduled.
    6. User can reschedule additional meetings, if desired.

    Manage Meetings EXO (deprecated)

    This topic is deprecated. Use Manage Meetings EXO v1.0 instead.

    Requirements:
    Note:
    If this topic is duplicated in a different scope than ITSM Virtual Agent Conversations, script logic can be affected and cause errors. This topic must be duplicated in the ITSM Virtual Agent Conversations scope.
    Basic flow for scheduling a meeting:
    1. User enters the email addresses for all attendees, the meeting time, and the meeting duration.
    2. Virtual Agent provides a list of available meeting times, based on the calendars of the invitees.
    3. User enters the meeting subject and description.
    4. If the admin configured the script variable default_collaboration_software and the appropriate spoke is enabled on the instance, the user can add a Zoom link or a Microsoft Teams link.
    5. Virtual Agent returns the meeting link (if applicable) and the meeting details.
    6. User confirms that Virtual Agent should schedule the meeting.
    7. Once the user confirms, Virtual Agent sends the email invitations and schedules the meeting.
    Note:
    The user can also schedule a meeting through Virtual Agent using the Microsoft Teams service.
    Basic flow for canceling a meeting:
    1. User enters the start and end date and time of the original meeting.
    2. Virtual Agent returns a list of potential meetings to cancel.
    3. User selects the desired meeting or can choose to cancel all meetings during the specified duration.
    4. Virtual Agent cancels all specified meetings and sends the user a confirmation email.
    Basic flow for rescheduling a meeting:
    1. User enters the original meeting date.
    2. Virtual Agent returns a list of potential meetings to reschedule.
    3. User selects the desired meeting.
    4. User enters a new meeting time.
    5. Virtual Agent confirms that the meeting has been rescheduled.
    6. User can reschedule additional meetings, if desired.