Now Assist CSM Sentiment Analysis disappears when Skill Availability condition is no longer met

[MahekMM]

Hi everyone,

I'm working with Now Assist for Customer Service Management (CSM) – Sentiment Analysis and have come across a behavior that I'm trying to understand.

Scenario

I configured the Sentiment Analysis skill with an availability condition such as:

• Last Reply = Yesterday

To display the results on the Case form, I manually added the OOTB fields:

• Sentiment
• Sentiment Score
• Reasoning

When a Case meets the condition:

• Sentiment Analysis runs successfully.
• These fields are populated and visible on the Case.

However, once the Case no longer satisfies the availability condition (for example, Last Reply is no longer Yesterday), the previously generated sentiment is no longer visible on the Case.

What I've tested

• Verified the behavior in both CSM Workspace and Classic UI.
• Confirmed that sentiment is generated successfully while the condition is met.
• Identified that the sentiment data is stored in UXC Sentiment Detail (sys_sentiment_details).
• Confirmed that while the sentiment is available, the Case references it through the sn_ai_sentiment field.
• Created a temporary UI Action to open the referenced sentiment record, which worked while the Case met the availability condition.
• Once the availability condition was no longer met, the sentiment disappeared from the Case.
• Checked the Case XML and noticed that the sn_ai_sentiment reference was no longer present.

Questions

1. Is this expected out-of-the-box behavior for Now Assist Sentiment Analysis?
2. Does the platform intentionally stop exposing the sn_ai_sentiment reference when a Case no longer satisfies the Skill Availability condition?
3. Is there any supported OOTB approach to retain and display previously generated sentiment after the Case no longer meets the availability condition, without triggering sentiment analysis again?
4. Has anyone else experienced this behavior or found a supported solution?