Using Enhanced Chat with Now Assist for SPO Without Overriding Portal Search

[muzhda]

We currently use SN for multiple products, including ITSM and HRSD. Our Employee Center portal currently hosts content and services for HR and IT. We’ve recently acquired Sourcing and Procurement Operations (SPO) and are implementing it. As part of this rollout, Procurement services and content will also be added  to the Employee Center portal. We've run into some issues while configuring the Now Assist functionality for Procurement on the Employee Center Portal.

Current Setup

• We have a Now Assist subscription for SPO only, not for ITSM or HRSD.
• Our plan:
  • Use the Virtual Agent intro topic to route users based on their query (IT, HR, or Procurement).
  • If the query is Procurement-related, direct them to Conversational AI Q&A with Now Assist.
• Search Profiles:
  • Employee Center AI Search → KBs and Catalogs for IT, HR, and Procurement.
  • Virtual Agent / Now Assist Search → KB and Catalog for Procurement only

The Challenge

• Enhanced Chat for Now Assist offers better usability and experience than Standard Chat.
• However, enabling Enhanced Chat causes the Virtual Agent search profile to override the Employee Center search bar and results.
  → This means the portal search uses only the Now Assist sources (Procurement), instead of all IT, HR, and Procurement content.
• With Standard Chat, search profiles remain separate, but we lose the Enhanced Chat features we want.

Question

How can we:

• Use Enhanced Chat and the full Now Assist experience for Procurement,
• While minimizing Now Assist usage for IT and HR content,
• And avoid overriding the Employee Center AI Search profile?

Is there a way to configure Enhanced Chat so it does not take over the portal search?

[Victor Chen]

Hi, it is expected that enhanced chat uses the same search profile for both the Employee Center search bar and for the chat window. Since you only have Now Assist for SPO, it's still possible to use the same search profile with HR, IT, and Procurement content, but use separate search sources for IT and HR. Then you can turn on "Exclude Now Assist Genius Results" for those search sources. 

[averinh]

“Yes, you can use Enhanced Chat with Now Assist for SPO (Self‑Service Portal) without overriding the default portal search. The key is to configure Now Assist to handle conversational queries while keeping the existing portal search intact.