Using Now Assist in Virtual Agent conversations with Microsoft Teams

  • Release version: Yokohama
  • Updated June 16, 2026
  • 2 minutes to read
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    Summary of Using Now Assist in Virtual Agent conversations with Microsoft Teams

    Now Assist enhances Virtual Agent conversations within Microsoft Teams by providing a large language model (LLM)-based conversational experience. This capability is available when you integrate either a Now Virtual Agent bot or a Self-configured bot with Microsoft Teams. The integration enables users to interact with AI-powered, LLM-enabled topics and receive synthesized, conversational responses.

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    Integrating Microsoft Teams with Virtual Agent

    ServiceNow offers two integration paths:

    • Now Virtual Agent bot integration: Direct integration with Microsoft Teams to enable LLM-powered conversations.
    • Self-configured bot integration: Allows custom bots to be connected with Microsoft Teams for similar LLM conversational capabilities.

    Conversational Experience Features

    • Legal Disclaimer: The initial message in any conversation includes a legal disclaimer clarifying the AI-generated nature of the responses.
    • LLM Topics Pagination and Search: Users can navigate through multiple pages of topic choices and search for specific items or users. The interface includes a Search bar, More Options, and Previous Options buttons to refine selections.
    • Pagination Settings: Controlled by provider properties such as pickerpaginationexperiencesupported (enables pagination) and pickerpaginationlimit (sets maximum page size, up to 100 items).
    • Generative AI QnA Card: Users can ask questions and receive AI-generated answers displayed in a card format with appropriate legal disclaimers and citations.

    Enabling Now Assist

    To activate the LLM-powered conversational features, customers must enable Now Assist within their Virtual Agent bots integrated with Microsoft Teams. This setup delivers enhanced AI-driven interactions directly in Teams.

    Integration with Microsoft Copilot

    Now Assist can be integrated with Microsoft Copilot through Conversational Integration with Microsoft Teams. This integration provides synthesized, single-response answers leveraging LLM technology, simplifying information retrieval by avoiding multiple carousel views.

    What to Expect

    • AI-generated, conversational responses within Microsoft Teams enhancing user engagement and support efficiency.
    • Improved search and navigation within LLM-enabled topics for quick access to relevant information.
    • Clear legal disclaimers ensuring transparency about AI-generated content.
    • Flexible integration options supporting both out-of-the-box and custom Virtual Agent bots.

    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.
    • 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.