Virtual Agent - How to add VA topics in the Now Assist Panel

[JaeggerLegane]

I have topics which are currently published to our Virtual Agent in Employee Center.
We would like to reuse some of those topics and also publish them to the Now Assist panel in the backend.

For some reason the topics are simply not triggering at all in the Now Assist Panel.
An example topic we have is "Create a change request", which is not triggering the relevant topic:

What we've already configured:

In the VA topic, we've checked the assistant "Now Assist Panel - Platform (default)":

In the "Now Assist Panel" assistant configuration, we added the skill "Now Assist Topics":

I noticed that when we go to the "Now Assist in Virtual Agent" assistant, there is an option to link the VA assistant to other assistants, but i'm unable to select anything there:

Does anybody have any ideas on what i'm still doing wrong / missing here?

Thanks in advance

Kind regards

Jaegger

[Dr Atul G- LNG]

Then log a case mate with Now Support.

[Dexter Chan · Accepted solution]

It seems like you have done the obvious steps of:

1. Conversational Interface > Home > Manage Assists > Now Assist Panel - Platform (default) should be active and in the display experience, set to Enhanced Chat
2. Published the VA topic
3. VA Topic > Properties > check the box for Now Assist Panel - Platform (default)

A few questions:

1. Did you check whether the topic is active under the Now Assist Panel - default topics? Once I used the migration tool for a NLU topic and although it came through to the LLM side, it was not active. 
2. VA Topic > Advanced Properties - Is there a role on the VA topic?
3. VA Topic > Basic Properties - try adding more topic description for discovery

Alternatively, have you considered using the oob "Generate change request plan" agentic workflow? This may accomplish your need as well.

[JaeggerLegane]

Hello Dexter,

First of all thank you for your detailed suggestions, I appreciate that a lot.

Your 1st question is what was the issue. Even though when we opened the topic, it had the Now Assist Panel checked, it was indeed not appearing in the Now Assist Panel - default topics. We de-published and re-published and eventually it appeared.

Regarding your last question - to be blunt, we did not go for the AI Agent since we already had a working topic solution in VA and the AI Agent consumes far more assists, unfortunately we have to be cautious with our yearly limit 🙂

[rpriyadarshy]

@JaeggerLegane  Similar Past Thread on this

Solved: Re: How to custom ai agents in now assist panel as... - ServiceNow Community

Regards

RP