Now Assist in Virtual Agent - Branding:menu items not visible

[Prasad_1362]

I recently installed Now Assist in Virtual Agent. I want to add a menu item on the support page that is a link to a catalog item, however when I try to add an option of link or text type the option does not appear. 

I attached a screenshot below. When I change the type to email or phone number it will appear.

[GlideFather]

Hi @Prasad_1362,

these are called menu items and you can find them at following path:

Conversational interfaces > Settings > Branding [SELECT A VIRTUAL AGENT] > Scroll down:

Or the same thing can be find here:

https://yourinstance.service-now.com/va_branding_contact_menu_list.do

I don't have any instance with the Now Assist available, but you can check if it is not applicable the similar way - with the Branding - to select the Now Assist to use the branding and then you might see the menu items. It's also possible that these items are no longer available for Now Assist... I cannot tell 😕

[GlideFather]

@Prasad_1362 but I found this old screenshot I took, which makes me think that it's not possible to have the menu items in Now Assist at all..

[Prasad_1362]

Hi @GlideFather,
Happy Friday!!!

Here is my question:
I recently installed Now Assist in Virtual Agent and want to add a menu item on the Support page that links to a catalog item. However, I’m facing some issues:

When I try to add a menu item of type Link or Text, the option does not appear.

If I change the type to Email or Phone Number, the option appears as expected.

The menu item of type Link works in the Service Portal Virtual Agent, but it does not appear in the Employee Center Virtual Agent. In the Employee Center, only Email and Phone Number types are visible, even though both portals reference the same branding configuration on the backend.

We need guidance on:
i) Why the Link-type menu item is not showing or functioning in the Employee Center.
ii) How to enable consistent behavior across both the Service Portal and Employee Center Virtual Agents.

Alternatively, if you have any idea about how to create a custom support page, that would also be helpful.

Thank you,
Prasad Sawantdesai.

[GlideFather]

Happy Friday to you too 🤩 @Prasad_1362 

I unfortunately don't have any available environment with Now Assist capabilities, so cannot simulate or look around myself.

But what I can advice is to raise a support Case at the Support Portal:

https://support.servicenow.com/now

The dedicated ServiceNow team will assist you with that.

Good luck and let me know if you have any progress