Now Assist in Virtual Agent conversations with Microsoft Teams

  • Release version: Xanadu
  • Updated June 16, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Now Assist in Virtual Agent conversations with Microsoft Teams

    Now Assist enhances your Virtual Agent conversations by integrating large language model (LLM)-based conversational capabilities within Microsoft Teams. It supports both the native Now Virtual Agent bots and self-configured bots that are integrated with Microsoft Teams, enabling AI-powered, natural language interactions.

    Show full answer Show less

    To use Now Assist's LLM features, you must first integrate your Virtual Agent bot or self-configured bot with Microsoft Teams following the respective integration guides.

    Key Features

    • Legal Disclaimer: The initial message from Now Assist includes a mandatory AI-generated content disclaimer managed by a system property, ensuring transparency about the nature of the responses.
    • Pagination and Search: Users can efficiently navigate through multiple pages of options and search for specific items or users within conversations. This feature includes:
      • A Search bar to filter choices.
      • “More Options” and “Previous Options” buttons for navigating through pages.
      • Reset capability for search and pagination by pressing Enter in the Search bar.
      • This functionality is controlled by provider properties that enable pagination and set page limits up to 100 items.
    • Generative AI QnA Card: Allows users to ask questions and receive AI-generated answers displayed in a card format. Responses include a sparkle image, legal disclaimer, and citations to enhance trust and clarity.

    Practical Benefits for ServiceNow Customers

    By enabling Now Assist in Virtual Agent conversations within Microsoft Teams, customers gain a powerful AI-driven conversational experience that improves user engagement and support efficiency. The integration supports seamless navigation and search within dialogues, ensuring users can find relevant information quickly. The generative AI QnA cards provide clear, contextual answers with proper disclaimers and references, which is critical for maintaining compliance and user trust.

    Overall, this empowers ServiceNow customers to deliver an enhanced, transparent, and user-friendly virtual agent experience directly within Microsoft Teams.

    The Now Assist provides you with the large language model (LLM)-based conversational experience during your conversations with a Now Virtual Agent bot or a Self-configured bot that is integrated with Microsoft Teams.

    To enable a bot with LLM-based capabilities and experience the LLM-based conversations with the Now Assist, you must first integrate your Now Virtual Agent bot or a Self-configured bot with Microsoft Teams.

    Integrating Microsoft Teams with Virtual Agent

    You can integrate Virtual Agent with Microsoft Teams either with your Now Virtual Agent bot or the Self-configured bot.

    To integrate Microsoft Teams with the Now Virtual Agent, see Integrating ServiceNow Virtual Agent with Microsoft Teams.

    To integrate Microsoft Teams with a Self-configured bot, see Integrating Virtual Agent with Microsoft Teams using the self-configured bot.

    Conversational experience with Now Assist in Microsoft Teams

    The Now Assist provides a new AI Search experience in channels with the following features:
    • Legal Disclaimer
      The first message in a conversation with Now Assist displays a legal disclaimer indicating that it is an AI-generated message followed by the Now Assist greeting message and LLM-enabled topics.
      Figure 1. Legal Disclaimer
      LLM-based conversation with Now Assist displaying the legal disclaimer and greeting.
      Figure 2. LLM Topics
      LLM-based conversation with Now Assist displaying the list of LLM topics.

      The Legal disclaimer message is managed by the support-system-action provider property defined in the [sys_cs_custom_adapter_property] table. By default, the value of the provider property is set to true.

    • Pagination and Search
      You can navigate through multiple pages of choices and search for specific items or users, using the Search bar.
      Figure 3. Pagination and Search
      LLM based conversation with Now Assist displaying the Search and Pagination features.

      When you select an LLM-enabled topic, the Search bar is displayed along with the available choices related to the selected topic and the More options button. You can either search for an item or user using the Search bar or pick an item or user from the available choices. If you want to look for more available options, you can navigate to the next page using the More Options button. If you would like to go back to the previously listed choices, you can use the Previous Options button.

      If you have searched for a user or an item, the choices related to your search term are displayed. You can either select from the choices available or reset the search and pagination.
      Tip:
      You can reset the Pagination and Search by selecting Enter in the Search bar.
      The Pagination and Search capabilities are managed by the following provider properties:
      • picker_pagination_experience_supported: Enables the pagination experience in your LLM conversations with Now Assist. The default value of this property is true.
      • picker_pagination_limit: Sets the page limit value for an adapter for displaying the choices. The maximum page limit value that can be set for an adapter is 100.

        For example, if a topic has fewer than 100 choices available and the limit is set to 100, then the More Options button is not displayed. If a topic has more than 100 choices available when the limit is to 100, then the More Options button is displayed.

    • Generative AI QnA card
      Use this feature to ask questions and get answers from Now Assist through LLM in a card format. The response is displayed with a sparkle image, the legal disclaimer, and the citation about the question asked.
      Figure 4. Generative AI QnA Card
      Now Assist displaying the question and answer card with the sparkle image, legal disclaimer, and the description and citation for the question asked.

    For more information about enabling LLM for your bots integrated with Microsoft Teams, see Enable Now Assist in Virtual Agent for Microsoft Teams.