Sources for Now Assist in Virtual Agent Not Working

[nileriver]

We turned on Now Assist in the Virtual Agent for our client.  The Source feature, where Now Assist shows where it got its answer from, is not working at all.  It will just give a plain text number, almost as if it is trying to provide a source.  Those numbers are not clickable at all.  

This feature is critical for our client, as we encourage users to check the source of the information from Now Assist.

How do we enable sources?

[Community Alums]

Hi @nileriver ,

his usually means source linking isn’t fully set up. Even though Now Assist can generate answers, it needs extra config to link answers back to their sources (like articles, catalog item.

you can check 

-->If the Sources feature in Now Assist for Virtual Agent is showing plain numbers instead of clickable links, it usually means the source linking isn't fully configured. Even though Now Assist can generate responses, linking those answers back to actual articles or items requires a few extra steps. First, make sure you’re using supported content types like Knowledge Base articles, Catalog Items, or Record Producers—sources outside of these may not support clickable links. Then, go to the Now Assist configuration page in your instance and ensure that the "Show Sources" or similar setting is enabled. Also, check the AI Search settings under Content Sources to confirm that your knowledge bases and other content are indexed and marked as AI Search enabled. If needed, reindex the content to refresh it. It's also a good idea to confirm you're using the latest versions of Now Assist, Virtual Agent, and AI Search plugins, as older versions might not fully support source linking. After making these updates, try testing in a fresh conversation to see if the sources appear correctly. If you're still seeing numbers without links, it might be a formatting issue or a problem with the data in your source content. In that case, make sure your articles have proper titles and URLs, or consider opening a support case with ServiceNow for further help.