Using ServiceNow Otto for Virtual Agent conversations with Microsoft Teams

The ServiceNow Otto 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 LLM-based conversations with ServiceNow Otto, 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 Integrate 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 ServiceNow Otto in Microsoft Teams

The ServiceNow Otto provides a new AI Search experience in channels with the following features:

Legal Disclaimer

The first message in a conversation with ServiceNow Otto displays a legal disclaimer indicating that it is an AI-generated message followed by the ServiceNow Otto greeting message and LLM-enabled topics.

[Omitted image "msteams-llm-legal-disclaimer.png"] Alt text: LLM-based conversation with ServiceNow Otto displaying the legal disclaimer and greeting.

[Omitted image "msteams-llm-topics.png"] Alt text: LLM-based conversation with ServiceNow Otto 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.

[Omitted image "msteams-llm-search-pagination.png"] Alt text: LLM based conversation with ServiceNow Otto 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 ServiceNow Otto. 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 ServiceNow Otto through LLM in a card format. The response is displayed with a sparkle image, the legal disclaimer, and the citation about the question asked.

[Omitted image "msteams-llm-QnA-card.png"] Alt text: ServiceNow Otto 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 ServiceNow Otto for Virtual Agent for Microsoft Teams.

Enable ServiceNow Otto for Virtual Agent for Microsoft Teams
Enable the large language model (LLM)-based conversational experience with ServiceNow Otto for Virtual Agent integrated with Microsoft Teams.
Integrating ServiceNow Otto for Virtual Agent with Microsoft Copilot
Integrate ServiceNow Otto for Virtual Agent with Microsoft Copilot using Conversational Integration with Microsoft Teams to leverage the generative AI conversational experience.
Synthesized response in Microsoft Teams conversations
Conversational Integration with Microsoft Teams is designed to provide new and rich user experience with synthesized responses using Large Language Models (LLM) based results summarized in a single response for users to see information in a conversational way, and avoid browsing through carousels.

Parent Topic:Conversational Integration with Microsoft Teams

title	Using ServiceNow Otto for Virtual Agent conversations with Microsoft Teams
description	The ServiceNow Otto 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.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/australia/conversational-interfaces/virtual-agent/na-va-llm-teams.html
release	australia
product	Virtual Agent
classification	virtual-agent
topic_type	concept
last_updated	2026-11-06
reading_time_minutes	4
keywords	Virtual AgentOttoMicrosoftTeamsIntegrating
breadcrumb	Microsoft TeamsIntegrate VA with messaging appsConversational Integration apps for Virtual AgentConversational Interfaces