Integrating Now Assist in Virtual Agent with Microsoft Copilot

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Integrating Now Assist in Virtual Agent with Microsoft Copilot

    This integration allows ServiceNow customers to connect Now Assist Virtual Agent with Microsoft Copilot through Conversational Integration with Microsoft Teams. It leverages generative AI capabilities to enable seamless, multi-turn conversations across both platforms, enhancing user experience by allowing users to get answers and take actions directly from Microsoft Copilot while using Now Assist functionality.

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    Key Features

    • Custom Engine Agent (CEA): Replaces the previous Declarative Agent (DA) to make Virtual Agent discoverable by Microsoft Copilot, supporting full functional access and multi-turn conversations.
    • Microsoft Teams Plugin Requirements: Version 10.1.1 or higher is needed for CEA support. Version 10.2 disables streaming by default but enables CEA by default.
    • Default Now Assist Virtual Agent Bot: Available from the Microsoft Teams app store for automatic deployment; however, customization of prompts or manifest description is not possible.
    • ServiceNow Microsoft Teams Plugin: Must be installed from the ServiceNow app store. The default Conversational Integration with Microsoft Teams plugin (snvateams) automatically integrates with Copilot.
    • Licensing and Configuration: Requires either a Microsoft Copilot license or free Copilot chat license, and Now Assist license with Virtual Agent configured. Copilot must be enabled in the Microsoft Teams tenant.
    • Bot Enablement: The Now Virtual Agent bot (default or self-configured) must be enabled for Now Assist Conversations via the ServiceNow conversational interfaces configuration.
    • Interaction Methods: Users can @-mention the Virtual Agent bot within Copilot or select it from the Agents panel for direct interaction.
    • Self-configured Bot Support: Supports the latest Copilot CEA experience and requires additional setup steps. The out-of-the-box production bot will be supported until October 2025.
    • Plugin Usage: Now Assist plugins can be used within Microsoft Copilot by specifying bot or plugin names during generative AI conversations.

    Practical Considerations for ServiceNow Customers

    • Ensure your Microsoft Teams plugin is updated to at least version 10.1.1 for CEA support and preferably version 10.2 for default settings aligned with Copilot integration.
    • Verify that Microsoft Copilot is enabled in your Microsoft Teams tenant and that you have the appropriate Copilot licensing.
    • Install and configure the latest Conversational Integration with Microsoft Teams application (Xanadu version) from ServiceNow.
    • Enable the Now Virtual Agent bot (default or self-configured) for Now Assist Conversations in your ServiceNow instance’s conversational interfaces configuration.
    • Choose whether to use the default bot from the Microsoft Teams app store for quick deployment or implement a self-configured bot for customized experiences and extended Copilot support.
    • Use @-mentions or the Agents panel within Microsoft Copilot to engage with the Virtual Agent bot during conversations.

    Expected Outcomes

    By integrating Now Assist in Virtual Agent with Microsoft Copilot, customers can offer users a unified AI-driven conversational experience that combines Microsoft’s generative AI capabilities with ServiceNow’s Virtual Agent functionality. This integration facilitates efficient query resolution and action-taking within Microsoft Teams and Copilot interfaces without requiring additional complex configuration on the ServiceNow side, streamlining support and engagement workflows.

    Integrate your Now Assist Virtual Agent with Microsoft Copilot using Conversational Integration with Microsoft Teams to leverage the generative AI conversational experience.

    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.

    Microsoft Copilot and Now Assist are generative AI assistants that work together. The Microsoft Copilot integration with Now Assist in Virtual Agent enables users to get answers and take actions straight from Copilot. Meanwhile, Copilot can hand off requests to Now Assist in Microsoft Teams.The Microsoft Copilot integration uses the existing setup and configuration experience for Microsoft Teams through the Conversational Integration with Microsoft Teams application, because the primary use case for Copilot is an extension of Microsoft Teams.

    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.

    The default Conversational Integration with Microsoft Teams plugin (sn_va_teams) automatically integrates with Copilot. For the integration to work automatically, verify that you have:
    • The Xanadu version of the Conversational Integration with Microsoft Teams application installed and configured. If you have a previous version of the application, upgrade it to the Xanadu release.
    • Either a Microsoft Copilot license or the free Copilot chat license.
      Note:
      • Before the integration, make sure that Copilot is enabled on your Microsoft Teams tenant.
      • No configuration changes are required on your ServiceNow instance to integrate with Microsoft Copilot.
      • There are no additional configurations required for Copilot.
    • The Now Assist license and verify that the Now Assist in Virtual Agent is configured. For more information, see Configuring assistants overview.
    • Enable the teams bot (the Now Virtual Agent bot or the Self-configured bot, which you would like to use for Copilot integration) for the Now Assist Conversations in the All > Conversational Interfaces > Assistants > Display experience > Channels section.

      For more information, see Configuring assistants overview.

    Integrate Microsoft Copilot with Now Virtual Agent bot

    If you're using the default Now Virtual Agent bot, no additional setup is required. The process of integrating the Now Virtual Agent bot with Microsoft Copilot is similar to that of integrating the Now Virtual Agent bot with Microsoft Teams.

    For more information, see Integrate Virtual Agent with Microsoft Teams.

    To interact with the Now Virtual Agent bot within Copilot, you can either @-mention the bot name and invoke it or navigate to the Agents section on the right panel within Copilot to select it for direct interaction.
    Figure 1. Selecting the Now Virtual Agent bot within Copilot
    Select the Now Virtual Agent bot within Copilot for your interaction.

    The default Now Virtual Agent app that is compatible with Microsoft Copilot integration is available on the Microsoft Teams store for use.

    Integrate Microsoft Copilot with Self-configured bot

    Use your Self-configured bot to connect with Microsoft Copilot. The process of integrating the Self-configured bot with Microsoft Copilot is similar to that of integrating the Self-configured bot with Microsoft Teams. For more information, see Integrating Virtual Agent with Microsoft Teams using the self-configured bot.

    The self-configured bot will support the latest Copilot CEA experience. The out-of-the-box production bot will continue to provide support until October 2025. For more information, see Setting up the Self-configured bot for using Microsoft Copilot and