Restrict free-text input in Now Assist Panel (Platform) until a topic is selected

[Lola8]

Hello,

We are using the Now Assist Panel (Platform), with Response streaming enabled. By default, the free-text input field ("Reply to Now Assist...") is available to the user at all times, alongside the suggested topic tiles.

We would like to restrict this behavior so that:

1. The free-text input field is disabled/locked when the panel first opens.
2. The input field only becomes enabled once the user has clicked on one of the offered topic tiles.

Could you confirm:

- Whether this behavior is achievable through supported configuration (e.g., Assistant Designer settings on the "Now Assist Panel - Platform" assistant, topic/skill configuration, or a system property), rather than custom UI overrides.
- If not currently supported, whether this is a known enhancement request or planned capability for the Now Assist Panel component.
- Any recommended supported approach to achieve a similar guided/topic-first experience within Now Assist Panel.

Instance details:
- Release: Australia
- Plugin/component: Now Assist Panel (Platform)
- Response streaming: Enabled
- Assistant: Now Assist Panel - Platform (default)

We look forward to your guidance.

Thank you

[sanjaygupta · Accepted solution]

You can restrict free-text input in the Now Assist Panel by configuring the Virtual Agent topic to use predefined choices and disabling conversation switching.

Here's what you can try:

• Open Conversational Interfaces > Virtual Agent Designer.

• Open the relevant NLU-based topic.

• Add a Static Choice input with the options users can select.

• Open the node's Advanced settings.

• Disable Conversation switching.

• Save and test the topic in the Now Assist Panel.

This prevents users from switching to another topic through free-text input at that stage.

One important point: This controls how Virtual Agent processes input; it does not hide or disable the text input box itself. Also, this approach applies to NLU-based topics, not LLM-based topics.

Reference: ServiceNow Community – Restrict free-text input in Now Assist Panel

Hope you find this helpful.