Configure Now Assist for Customer Service Management (CSM) in Virtual Agent

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

    • Use Now Assist for CSM in Virtual Agent to provide users a content-driven generative AI experience.

    Before you begin

    Role required: admin

    To ensure LLM-based appointment booking works in Customer Service Management, the following apps are required:

    About this task

    There are 6 main steps to configure Now Assist for CSM in Virtual Agent:
    1. Activate Virtual Agent for Customer Service Management (CSM).
    2. Configure Now Assist in Virtual Agent.
    3. Install Conversational Appointment Booking.
    4. Enable Walk-up Experience Appointment Booking.
    5. Configure API credentials for OpenAI.
    6. Enable Schedule a Walk-up Appointment topic in the Virtual Agent.

    Procedure

    1. Navigate to All > Conversational interfaces > Virtual Agent > Designer.
    2. Locate and select Schedule a Walk-up Appointment topic under Now LLM.
    3. Select the Properties tab.
    4. Locate the check box labeled Now Assist for Virtual Agent under Select LLM assistant to make topic available.
    5. Select Save.
    6. Select Publish.

    Result

    The topic is available and active in the chat window.