Suggested Actions for Now Assist Virtual Agent not working

[patryk_antosz]

I've set 'sn_nowassist_va.enable_suggested_actions' to true and then I tried to submit via Virtual Agent some conversational catalog items but afte submission no suggested actions displayed. I've check also that table 'sys_now_assist_va_suggested_actions_result_log' but no logs printed there. 

Any idea what could block that functionality?

[vaishali231]

hey @patryk_antosz

If no records are being created in sys_now_assist_va_suggested_actions_result_log, it typically means the Suggested Actions engine is not getting invoked at all, not just failing.

Based on your scenario, please validate the following:

 1. Now Assist / AI capability enabled

Setting
sn_nowassist_va.enable_suggested_actions = true
is not sufficient by itself.

Ensure:

Now Assist for Virtual Agent is enabled and licensed

Global AI properties are enabled:

sn_nowassist.enable_ai = true

sn_nowassist_va.enable_ai = true

 2. LLM configuration

Suggested Actions depend on GenAI.

Verify:

LLM provider is configured (Azure OpenAI / ServiceNow LLM, etc.)

Connection is working (no errors in logs)

If LLM is not configured - no suggestions + no logs

 3. Trigger point in conversation

Suggested Actions are not triggered on catalog submission alone.

They usually execute:

At end of conversation

After resolution / fallback

When VA determines “next best action”

 If you’re testing inside a conversational catalog item flow, it may never trigger.

 4. Test with OOB topic

To isolate the issue:

1. Run an OOB Virtual Agent topic
2. Let the conversation complete
3. Check the log table again

If logs appear - issue is with custom flow design

If still empty - config issue

 5. Debug logging

Enable debug logs for:

sn_nowassist_va

com.glide.nowassist

Then re-test and check System Logs

 6. Instance/version check

Confirm:

Instance supports Now Assist (recent releases like Vancouver / Washington)

Feature is available in your environment

 Key takeaway

If the log table is completely empty, the issue is usually:

AI capability not fully enabled/configured
or

Flow never reaching a Suggested Actions trigger point

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

[vaishali231]

hey @patryk_antosz 

hey  

Hope you are doing well.

Did my previous reply answer your question?

If it was helpful, please mark it as correct ✓ and close the thread . This will help other readers find the solution more easily.

Regards,
Vaishali Singh