Microsoft Teams app disable Virtual Agent Aspect Only keep actionables

[Kaylee Price2]

We want to use Microsoft Teams app for actionable notifications, but we do not want the virtual agent aspect to come through. We want virtual agent to only be applicable in the desktop portal, and just change approvals for example to come through that get sent through the business rules. But if someone messages any word back to those notifications it contacts virtual agent pre chat and I can't get it to turn off. Any ideas?

[Niclas]

Did you find any solution so far? We are facing the same issues. Here are the options I found so far, but some aspects of Virtual Agent will still shine through (like requesting live chat).

Opt out for Topics per default:

1. Open table sys_cs_channel
2. Open record for "Teams"
3. Deactivate "Opted in all topics by default"

There is also a hidden column "Live Agent Only". If you set this to true, it seems to have similar effect. Unfortunately I could not find the option "Live Agent Only"

Deactivate some of the Commands for ServiceNow for MS Teams:

1. Open table sys_cs_contextual_action
2. Open the  command you want to disable. 
3. Scroll down to the embedded list "Excluded Channels". Add "Teams"
4. Save

Update the Welcome Message

1. Go to sys_cs_provider_application 
2. Open the MS Teams Tenant record you connect to
3. Scroll down to related list "Bot Messages"
4. Change the Message of Welcome Message