Both NLU virtual Agent and Now Assist in Virtual Agent are appearing in portal

[Hrithikah]

Hi All,

We have enabled the Now assist in Virtual Agent which is active in the portal. But the existing Virtual agent is also appearing in bottom right along with the Now Assist Virtual Agent. Both are colliding with each other.

According to the ServiceNow documentation I found that NLU-based Virtual Agent doesn't co-exist with Now Assist in Virtual Agent. They can co-exist in the same instance, but not within the same portal.

Configuring Now Assist in Virtual Agent

Below is the snapshot for the same.

Any guidance in resolving this issue will be appreciated.

Regards,

Hrithika Paida

[Dr Atul G- LNG]

Hi @Hrithikah 

Repair the Portal as well as the Virtual Agent and Now Assist plugins. If the issue still persists, clear the cache.do and log a new support case

[M Iftikhar]

Hi @Hrithikah,

The documentation is correct: while both can exist on the same instance, they cannot be active on the same portal page simultaneously, which is why you are seeing the two chat widgets colliding.

Here's a general step-by-step guide to resolve this:

1. Identify the Portal and Page: Go to the portal where you are experiencing the issue.

2. Access the Page in the Service Portal Designer:

   • Navigate to Service Portal > Service Portal Designer.

   • Find and open the portal you are working on.

   • Navigate to the specific page where both virtual agents are appearing (e.g., the index page or a specific service catalog page).

3. Find and Disable the Old Virtual Agent Widget:

   • In the designer, look for the widget that is displaying the original Virtual Agent. It's typically named "Virtual Agent Service Portal Widget" or something similar.

   • Click on the widget to select it.

   • Look for an option to hide, remove, or disable the widget from the page. You may need to click on the widget instance options.

   • Alternatively, you might need to go to Service Portal > Widgets and check the configuration of the widget itself or find the widget instance record on the page record to set a condition to hide it.

4. Verify the Configuration:

   • After making the change, clear your cache and navigate back to the portal page.

   • Only the Now Assist Virtual Agent should be visible in the bottom right corner. The older one should be gone.

Important Note: Make sure you are only removing the widget from the specific page where Now Assist is active. You don't want to accidentally disable it for other portals where it might still be in use.

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

[nityabans27]

Hi

What you can do:

1. Decide which one to keep in your portal

   • If you want to fully switch to Now Assist in Virtual Agent → remove or deactivate the Virtual Agent Chatbot Widget from your portal theme/layout.

   • If you want to keep classic Virtual Agent → do not enable Now Assist in VA for that portal.

2. Separate them by portals

   • For example:

     • Employee Center portal → use Now Assist in VA.

     • A custom portal (say IT Support) → keep classic VA.

3. Check widget configuration

   • Go to Service Portal > Pages (or the portal’s page layout).

   • Look for the widget sp-chat (classic VA) vs. now-assist-va (Now Assist).

   • Remove the one you don’t want from the portal page.

👉 Bottom line: You’ll need to disable one in your current portal to stop the collision. They’re not designed to run side by side in the same portal session.