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

cspra — Mon, 27 Oct 2025 10:48:44 GMT

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.

Version - Zurich

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

Me Being Mustaq — Mon, 27 Oct 2025 11:08:32 GMT

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/

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

PREMSAIA — Thu, 30 Oct 2025 23:34:47 GMT

Check atleast one of the Now Assist Product Suite is installed in your instance. Then only we can see Now Assist Panel - Platform (default) and Now Assist Virtual Agent (default).

Once you install, you can see them automatically.

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

rpriyadarshy — Fri, 31 Oct 2025 01:38:42 GMT

Hi CSPRA

Please share screen shots of Now Assist Admin Console.

Regards

question Re: I cannot find Now Assist Panel - Platform (default) and Now Assist Virtual Agent (default) in Now Assist forum

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

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

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:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2345359

https://www.servicenow.com/docs/bundle/xanadu-intelligent-experiences/page/administer/now-assist-admin/task/activate-now-assist-panel.html

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2059211

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/

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

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

question Re: I cannot find Now Assist Panel - Platform (default) and Now Assist Virtual Agent (default) in Now Assist forum

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

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

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:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2345359

https://www.servicenow.com/docs/bundle/xanadu-intelligent-experiences/page/administer/now-assist-admin/task/activate-now-assist-panel.html

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2059211

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/

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

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

The display experience or deployment mapping is missing or misconfigured.

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).

Confirm all required Now Assist plugins are installed for Platform/CSM/ITSM as needed.

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.

In the Display Experience tab, confirm that at least one experience (e.g., Portal, Mobile, Agent Workspace) is checked and valid.

Now Assist panels might not be available on some types of instances like PDIs, certain hosted environments, or where licensing is restricted.

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.