---
sourceDocument: Yokohama Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/conversational-interfaces

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Account linking in pre-built messaging integrations

# Account linking in pre-built messaging integrations {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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## Summary of Account linking in pre-built messaging integrations

Account linking in ServiceNow Virtual Agent integrates users from supported chat or messaging applications with their ServiceNow user profiles.
This authentication enables seamless access to Virtual Agent topics that involve ServiceNow records, improving user experience by reducing manual account linking steps.
Show full answer Show less  

## Key Features

* **Account auto-linking:** Available for Slack, Microsoft Teams, and Workplace from Facebook integrations. When enabled, users who have matching email addresses in their messaging and ServiceNow accounts are automatically linked without manual prompts.
* **Manual linking and unlinking:** Users can manually link or unlink their ServiceNow accounts during Virtual Agent conversations using commands like logout. Upon unlinking, the system will prompt users to link their accounts again in future sessions.
* **Configuration:** Account auto-linking is enabled via the `syscsprovider.list` by selecting the connection record, enabling "Allow account linking," and checking "Auto link users' ServiceNow profiles." A script defines the automatic linking action, typically matching users by email.
* **Domain considerations:** For Microsoft Teams, account linking works only within the same domain used during installation. To auto-link users from other domains, installation must use the global domain.

## Practical Application for ServiceNow Customers

By enabling account auto-linking, administrators can streamline user authentication in Virtual Agent messaging integrations, reducing friction and improving user engagement with ServiceNow-related topics. Customers should ensure email addresses are consistent across messaging platforms and ServiceNow profiles for automatic linking to work seamlessly. Additionally, providing users with the ability to unlink accounts maintains control and security during chat interactions.

This functionality supports better security and personalized Virtual Agent experiences by linking conversations to authenticated ServiceNow users, enabling access to non-public records and tailored workflows.  
In Virtual Agent, account linking maps the users of a supported chat or
messaging application to their ServiceNow user profile. Account auto-linking
authenticates your messaging users, which enables users to automatically access Virtual Agent topics that involve ServiceNow records. If needed,
users can also manually unlink from or link to their ServiceNow
accounts.

## How account auto-linking works {#va-adapter-autolinking__section_mm5_t3z_k4b}

In the Conversational Integrations for Slack, Microsoft Teams,
and Workplace from Facebook, you have the option to enable account auto-linking,
which automatically links messaging users to their ServiceNow accounts. If
you enable the account auto-linking feature on the Messaging Apps Integration page, your users
are not prompted to link to their ServiceNow accounts when they engage
with the virtual agent.

In earlier releases, messaging users were prompted to link to their ServiceNow accounts or continue as guests. However, for the Conversational
Integrations for Slack, Microsoft Teams, and Workplace, if you enable account auto-linking, your users do not manually
link their messaging accounts to their ServiceNow accounts, provided that
they use the same email account for their messaging and ServiceNow
accounts. During auto-linking, Virtual Agent maps the email accounts of messaging
users to their email accounts defined in their profiles in the Users \[sys_user\] table. When the
email accounts match, the user is automatically linked (authenticated) and they do not see the
Link to ServiceNow button when they begin a bot conversation.

In messaging integrations, your users can still use the logout command
during bot conversations to unlink from their ServiceNow accounts.
However, in all subsequent conversations after unlinking, Virtual Agent prompts
them to link their accounts. When they engage with the virtual agent, they are prompted to link
to their ServiceNow account or continue as a guest user.

## Account auto-linking {#va-adapter-autolinking__section_bth_2mp_kwb}

You can allow a user's 3rd party accounts to be auto-linked to their ServiceNow® profile.  
You can enable account auto-linking in the sys_cs_provider.list. This feature bypasses the prompt for the users to link their accounts manually.  
Note:  
Account linking is possible only for users who belong to the same domain that was used for installing Microsoft Teams on an instance. To auto-link users from other domains, ensure that Microsoft Teams installation is done using the global domain.

In the navigation filter type <kbd class="ph userinput">sys_cs_provider.list</kbd>. Select the connection record you wish to link. Check the Allow account linking box, then check the Auto link users' ServiceNow profiles box that appears. Fill in the Automatic link action field with the corresponding account linking script.  
Example: Account auto-linking script

    var response_body = inputs['response_body'];
    var status_code = inputs ['status_code'];
    var email_id = '';
    if(status_code>200 && status_code<=210){
        email_id = response_body && JSON.parse(response_body).userPrincipalName;
    }
    var sysUserId = null;

    if(email_id){
        var gr = new GlideRecord("sys_user");
        gr.addQuery("email",email_id);
        gr.query();
        while(gr.next()){
            sysUserId = gr.getUniqueValue();
        }
    }
    if(sysUserId){
        outputs['status'} = 'Success';
        outputs['userid'] = sysUserId;
    }
    else{
        outputs['status'] = 'Failure';
    }

    })(inputs,outputs);

* **[Unlink your ServiceNow user account from a messaging application for Virtual Agent conversations](https://servicenow-prod.fluidtopics.net/Z5mTEBxo8WwQeJpErh0YCw)**   
  If needed, you can unlink your ServiceNow user account from a messaging app used for the Now Virtual Agent.
* **[Link your ServiceNow user account to a messaging application for Virtual Agent conversations](https://servicenow-prod.fluidtopics.net/7v1cQHfDgoaPi1MvXO1jcQ)**   
  Link your ServiceNow account to a third-party messaging application to access non-public Virtual Agent topics that use ServiceNow records.