Now Assist in Virtual Agent in self-service portal

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Integrate the Now Assist in Virtual Agent in Virtual Agent with Customer and Consumer Service Portals to enable generative AI skills in your conversational experiences. It helps create a natural-language conversational experience that can improve the success of your self-service workflows.

    Now Assist benefits in self service Portals

    The key benefits of adopting Now Assist in Virtual Agent for your portals include:
    • Conversational responses: Now Assist in Virtual Agent uses large language models (LLMs) to deliver natural-language responses, making interactions more human-like and improving user satisfaction.
    • Improved self-service: It helps improve productivity and efficiency by providing faster answers and recommended actions.
    • Enhanced search: Enhances search capabilities by guiding users through more refined, AI-driven searches, helping them locate the information they need with greater accuracy and efficiency. Users can also search for public content in the Now Assist in Virtual Agent and get the search results. The source of the search results are available as internal or external with the links to it.
    Figure 1. Virtual Agent with Now Assist enabled in portal
    A portal screen showing the Virtual Agent with Now Assist enabled, providing options for user support and information retrieval.

    Getting started with Now Assist in Virtual Agent in Customer and Consumer Service portals

    Understand the Now Assist in Virtual Agent in Customer and Consumer Service Portals.
    • To enable Now Assist in Virtual Agent in your portals, verify that the Now Assist in Virtual Agent experience is configured by virtual_agent_admin or admin. For more information, see Configuring assistants overview.
    • In the Display experience tab, remember to select Customer Service for Customer Service Portal or Customer Support for Consumer Service Portal from the Portals tab and select the Chat widget
    • In the Information Sources tab, you can also control the specific information available to the assistant. You can create or select the Copy existing configuration and select the search profile CSM Portal Default Search Application for CSM or CSP Portal Default Search Application for CSP.
      Note:
      Each assistant comes with its own search configuration. For a smooth experience, if the assistant appears on a portal or mobile app that already has AI search configured, consider duplicating that setup to maintain consistency.