Now Assist Panel shows "turned off" during AI Agent creation, despite being enabled

[divyashah]

Hello Community,

I'm encountering a persistent issue while trying to create a new AI Agent. Although I have followed the setup guides via the Now Assist Admin console, the panel on the AI Agent creation screen consistently shows "Now Assist panel turned off".

I've carefully followed the official Now Assist setup workflow, and here is a summary of the steps I've completed:

1. Plugins Installed: I've gone to the Settings > Plugins tab in the Now Assist Admin console and installed the plugins relevant to my needs.

2. Panel Enabled: I have explicitly navigated to the Now Assist Experiences page and toggled the "Now Assist panel" to the ON position.

3. Skills Activated: I have activated several skills (e.g., Record Summarization, Resolution Notes) and, during their guided setup, I specifically chose to have them display in the Now Assist panel.

4. Prerequisites Met: I've confirmed that Next Experience is enabled on our instance, which is a requirement for the panel.

5. Standard Troubleshooting: I have also cleared my instance cache (cache.do), logged out and back in multiple times, and confirmed I have the admin role.

Despite all these configurations being in place, the panel remains inactive specifically on the AI Agent creation page. It seems to be context-aware and disabled only in this area.

Has anyone else experienced this? I'm wondering if there's an additional system property, a specific role, or a configuration unique to the AI Agent builder that I might be missing.

Any help or insight would be greatly appreciated.

Thank you!

Screenshots of the issue:

[Amit Verma · Accepted solution]

Hi @divyashah

I am facing this issue on the development instance. We raised a support case for the same and was asked to repair the Generative AI Controller and the Now Assist Panel plugins, although none of these solutions worked for us.

It seems like even if the Now Assist Panel is enabled, the status is always being shown as Turned Off. Could you please confirm if you have a MSP or Domain Separated instance as we are facing numerous issues related to Now Assist on our MSP instance?

Thanks and Regards

Amit Verma

[jwerkmann]

Hi, Yes facing the same issue

Workaround is to create a use case

[PaulSylo]

Hi @divyashah - i remember in some thread, asked to  Remove the sn_nowassist_admin.user role from the affected user helped to turn on ! just try and update me

[warren_chan]

Do you have any additional Now Assist plugins turned on? I've heard some people say that having at least one other Now Assist plugin could help, e.g., Now Assist for ITSM.

One other thing to consider - you may have skipped records in one of your relevant plugins. Try checking the sys_upgrade_history_log table for any skipped records specific to one of the following plugins:

Generative AI Controller
Now Assist AI Agents
Conversational Glide AI Controller

Any other Now Assist plugin you feel is relevant (including Now Assist Admin Console)