Virtual agent

[HARSHA GOWDA R]

Can I change the name and logo of "Now virtual agent" which comes up in MS teams?If yes can you help me with this query.

[RaghavSh]

@HARSHA GOWDA R I dont think ServiceNow currently supports Branding this bot in MS Teams

They have created an article for same as well:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0957275 

[Chris D]

That's not right. The article is outdated and referring to the old Teams app and even when it was last updated (Feb 2024) it was still technically incorrect - you could easily customize the app name and icon - you just needed the app manifest .zip file. See my other answer for more details.

[Chris D]

Looks like that is the old app... the new app is called ServiceNow for Teams which you can get from the store most commonly via IT Service Management for Microsoft 365.

In order to change the name and icon of the old app, you'd need to download the app manifest (.zip) file from the ServiceNow Support site (not sure if it's still available - I'm not finding it) and then unzip it, update the manifest text file and replace the associated image files.

With the new app, ServiceNow gives you a UI to generate the manifest directly from your instance, including changing the name and icons. This is explained here: Create and download manifest file for Employee Center and Microsoft 365 integration

You should switch to the new app so you're not using a legacy, unsupported app.

[adarshtiwar]

Hello Harsha,

If you can already see your virtual agent in MS Teams, there's no need to fetch a manifest file or perform any extra steps.

Simply go to the Teams Admin Center, navigate to "Manage apps" (or "Teams apps" > "Manage apps"), find your app, click the pencil icon to edit it, and you'll be able to rename the virtual agent and upload a custom logo and it'll be done.

Thanks n regards 

Adarsh