Now Assist Virtual Agent- Make visible only for Some pages/topcis

[Heather White]

Hi Community,

Is it possible to have the Now Assist Virtual Agent visible when selecting specific pages on the Employee center? For example: when users select the "IT Support" topics and pages related to IT. 

Thank you,

Heather

[KPNow]

Hi @Heather White :

Yes, it is possible to conditionally display the Now Assist Virtual Agent widget on specific pages within Employee Center using ServiceNow’s Agent Chat Configuration (sp_agent_chat_config). By navigating to Service Portal > Agent Chat and opening the configuration record for your Employee Center portal (ec), you can leverage the Server Script field to inspect page details. The script evaluates incoming portal parameters—such as page.id or taxonomy topics in the URL—and dynamically returns the chat configuration only when the user is viewing designated IT pages or categories (for instance, evaluating if page.id matches your IT support page ID).

Alternatively, if you want the Virtual Agent widget to remain present globally but only present IT-specific AI skills and greetings on those pages, you can pass the page ID into Virtual Agent as a Context Variable using Custom Greetings and Setup. This allows Now Assist to dynamically alter its greeting, topic recommendations, and deflection skills based on the active page context. For a simpler UI-only hide/show mechanism, you can also inject page-level CSS onto your non-IT page records to set display: none on the chat launcher wrapper 

Hope this helps!