in Virtual agent "Show me everything" is not hiding- property doesn't work as using LLM

jaiho_rai · ‎08-18-2025

Hi

In Virtual agent I would like to hide the Show me everything option ,

I tried the document shared the details but doesn't worked.

https://www.servicenow.com/docs/bundle/washingtondc-servicenow-platform/page/administer/virtual-agen...

Even not able to find this

Now Assist - Greeting or Now Assist Panel - Greeting.

Could you guys help me into this ?

jaiho_rai · ‎08-19-2025

I found the solution.

For chat experience to go this table "sys_cs_context_profile_message.LIST"
goto the "sys_cs_context_profile" table and search for "Default Experience for Now Assist"
Go to the related list—Setup topic - "Now Assist - Greeting"

Below the image where you can find the details

If you open that record so there is " chat experience" with setup topic for greetings,
you can directly go the list and find the "sys_cs_context_profile_topic.LIST" & search for Name - "Now Assist - Greeting"
Remove the "Now Assist - Greeting" update your custom, published setup topic e.g I have created "GR - Now Assist - Greeting"
After updating custom one, you will able to Deactivate the "Now Assist - Greeting" in Virtual agent deisgner.

View solution in original post

GlideFather · ‎08-18-2025

Hi @jaiho_rai,

please refer to this article KB0786399 | In Virtual Agent, customized/personalized Greeting Message topic is showing in the 'Show...

Issue

If a user creates a custom greetings topic, it displays on the 'Show me Everything' list.

There is a column on sys_cs_topic that controls this behavior. You can hide the topic by changing the value in the column for that particular topic.

Release

All

Cause

This is caused because any custom topic that is created is automatically set to 'Is Topic Visible' to true. This column on out of Box 'Greetings' topics is set to false.

Resolution

1. In the application navigator, go to sys_cs_topic.list
2. Add the 'Is Topic Visible' column to the list.
3. Change the value to 'false' for the custom/personalized greetings topic.

This should resolve the issue.

Related Links

Select Virtual Agent setup topics.

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GlideFather · ‎08-18-2025

And marking this property to true didn't help??

EDIT: sorry the above property is for NLU, you mentioned LLM, so did you try the following steps?

LLM

Navigate to All > Virtual agent > Designer.
Select one of the default greeting topics used in LLM topic discovery such as Now Assist - Greeting or Now Assist Panel - Greeting.
On the flow tab, select the Send skill picker Script action utility node.
In the Action expression property, open the script field.

Input the following script.

Explain this code

var hideShowMeEverything = String(vaInputs.now_assist_topics_skill_active_value.value) === "false";

In the script window, select Save.
On the Flow tab, select Save.

———
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */

jaiho_rai · ‎08-18-2025

The one you mentioned is read-only OOB, Even if I copy it, the existing one OOB will not be deactivated and cannot be edited. I was stuck on it.

jaiho_rai · ‎08-19-2025

I have found the solution and it's working with above code.

only last piece of this issue ..

When attempting to deactivate the existing OOB, the following message appears.

"Unable to deactivate topic: This topic is used in a custom chat experience. Please remove the topic from the chat experience to proceed."