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

cspra
Giga Expert

14 hours ago

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.

 

cspra_0-1761561899512.pngcspra_1-1761562035670.png

 

 

Version - Zurich

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Connectmustaq
Mega Guru

13 hours ago

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:

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/

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