I cannot find Now Assist Panel - Platform (default) and Now Assist Virtual Agent (default)

[cspra]

Hi,

I'm trying to activate Now Assist and use the panel assistants but I'm running into a problem.

It looks like the Now Assist Panel - Platform (default) and Now Assist Virtual Agent (default) aren't available in my instance.

Version - Zurich

[Me Being Mustaq]

Hi @cspra ,

 

The issue where Now Assist Panel - Platform (default) and Now Assist Virtual Agent (default) are not available in your instance is usually due to one of the following reasons:

• The panel assistants are not activated in your instance settings.

• Required plugins for Now Assist are not installed or activated.

• The assistants were deleted or not deployed properly during instance setup.

• The display experience or deployment mapping is missing or misconfigured.​

Steps for Troubleshooting and Activating Now Assist Panel Assistants

1. Check Assistant Status and Activation

• Navigate to: Now Assist Admin > Now Assist Experiences.

• Select Now Assist panel.

• If it's not enabled, enable it by selecting Turn On.​

• Ensure panel assistants are set to display with the correct experience (e.g., Agent Experience).​

2. Verify Plugins

• Confirm all required Now Assist plugins are installed for Platform/CSM/ITSM as needed.​​

3. Check Assistant Deployments

• Go to the sys_now_assist_deployment_channel.LIST table.

• Make sure the Now Assist Deployment column is correctly mapped for both platform and virtual agent panels.​

• If missing, remap or add the default panel assistant configuration.​

4. Check for Deleted or Missing Experiences

• Navigate to Conversational Interface > Assistants.

• Ensure the Now Assist with Virtual Agent (Default) entry exists.

• In the Display Experience tab, confirm that at least one experience (e.g., Portal, Mobile, Agent Workspace) is checked and valid.​

5. Environment Restrictions

• Now Assist panels might not be available on some types of instances like PDIs, certain hosted environments, or where licensing is restricted.​

Additional Actions

• Refresh your plugins and clear cache: Sometimes changes take effect only after a system cache clear or plugin refresh.

• Check roles and permissions: Only users with the required roles (e.g., now_assist_panel_user) see and activate these panels.​

• Review documentation for your release version to see if any steps are specific to your build.​

You may find below thread helpful:

• https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2345359

• https://www.servicenow.com/docs/bundle/xanadu-intelligent-experiences/page/administer/now-assist-adm...

• https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2059211

If it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.

 

Thanks & Regards,

Mohammed Mustaq Shaik - ServiceNow Consultant - Lets connect on Linkedin:https://www.linkedin.com/in/shaik-mohammed-mustaq-43ab63238/

[PREMSAIA]

Check atleast one of the Now Assist Product Suite is installed in your instance. Then only we can see Now Assist Panel - Platform (default) and Now Assist Virtual Agent (default). 

Once you install, you can see them automatically.

[rpriyadarshy]

Hi CSPRA

Please share screen shots of Now Assist Admin Console.

Regards

RP