Now Assist in Virtual Agent system properties

  • Release version: Yokohama
  • Updated July 31, 2025
  • 4 minutes to read
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    Summary of Now Assist in Virtual Agent System Properties

    The Now Assist in Virtual Agent system properties allow customization of the assistant's behavior and functionality. These properties can be accessed through the system properties form or the System Property [sysproperties] table, enabling users to tailor the assistant to meet their specific needs.

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    Key Features

    • Attachment Limit: Set the maximum number of attachments (default 3) for the assistant with com.glide.cs.docqna.vaattachment.maxattachments.
    • Popover Visibility: Control the display of popovers for disabled catalog items using com.glide.cs.nass.synthesizedresponse.disabledpopover.hide (default false).
    • Interactive View: Enable or disable an interactive side panel view next to the chat window with com.glide.interactiveview.enabled (default true).
    • Search Results Configuration: Adjust the visibility of regular and Genius search results through nowassistvasearchresultsoutputtype.list.
    • Catalog Image Display: Show or hide default cart images for catalog items without images using snnowassistva.displaydefaultcatalogimage (default true).
    • Chat Window Pinning: Enable chat window pinning for specific portals with snnowassistva.enhancedchatpinenabled..
    • Need More Help Button: Configure the display of the "Need more help" button for synthesized and clarification responses using snnowassistva.showviewmoreforsynthesized.
    • Fallback Responses: Choose between default Virtual Agent fallback messages or LLM-generated responses with snnowassistva.useplanner2responseasfallback.
    • Suggested Queries and Actions: Enable and set limits on suggested queries and actions to enhance user interaction.

    Key Outcomes

    By utilizing these system properties, ServiceNow customers can enhance the functionality of the Now Assist in Virtual Agent, ensuring a more tailored and efficient user experience. Adjustments can lead to improved engagement and user satisfaction through personalized interactions and streamlined support processes.

    Use system properties to customize your assistant. Some properties are available on a system properties form, but some lesser-used properties are available only from the System Property [sys_properties] table.

    Table 1. Miscellaneous
    Property Description
    com.glide.cs.doc_qna.va_attachment.max_attachments Set the maximum number of attachments that can be attached at one time for the assistant. Default value = 3.
    com.glide.cs.nass.synthesized_response.disabled_popover.hide Hide the popover for disabled catalog items for Now Assist in Virtual Agent and Now Assist panel's enhanced chat. The default value is false.
    com.glide.interactive_view.enabled Open an interactive side panel view next to the chat window. The default value is true to activate AI Experience on your instance.
    sn_ai_websearch.perplexity_model_name Specify the Perplexity model to use for web search. The default value is sonar.
    now_assist_va_search_results_output_type.list Turn off regular results and only have Genius Results shown within Virtual Agent. Use the system property to access the Now Assist Search Results Output Types table. By default, regular results and Genius Results are shown for all channels (Android device, iOS, Web Client,Now Assist Panel, and Microsoft Teams). In the Search Results Type column, select Genius Search Result.Now Assist Search Results Output table.
    sn_nowassist_va.enable_nass_show_all_option Displays the Show all options link in enhanced chat and enhanced chat's full-page experience. The default value is false.
    sn_nowassist_va.display_default_catalog_image
    Show or don't show the default cart image if a catalog item doesn't have an image set in its record. Value = true shows the default cart image. This is the default value. Value = false removes the default cart image.
    Note:
    A catalog item that is associated with an image continues to be displayed irrespective of the system property.
    sn_nowassist_va.enhanced_chat_pin_enabled.<portal-url> Create a system property to enable pinning a chat window on a portal. In the system property, <portal-url> is the URL suffix for the portal application. For example, the system property for enabling a chat window in Employee Center would be sn_nowassist_va.enhanced_chat_pin_enabled.esc. By default, pinning a chat window is enabled for Service Portal. For all other portals, create the system property. For a list of URL suffixes, navigate to All > Service Portal > Portals.
    sn_nowassist_va.show_view_more_for_synthesized

    Show the Need more help button in a standard chat conversation. The Value field is empty by default so the button doesn’t appear. To show the Need more help button, enter regular, clarification, or regular,clarification.

    • regular: The Need more help button appears only for synthesized responses.
    • clarification: The Need more help button appears only for clarification responses. Clarification responses typically occur when an end user's response is too vague and clarification is needed for a more targeted response.
    • regular,clarification: The Need more help button appears for both synthesized responses and clarification responses.
    sn_nowassist_va.synth_response_revisit_position Change the order of the fallback and revisit options in a conversation. In the Value field, enter BEFORE_FALLBACK or AFTER_FALLBACK, and then select Update.
    sn_nowassist_va.synthesized_autostart_items

    When synthesized response only returns a singular action, configure whether to automatically launch the action. By default, only Virtual Agent topics and agents automatically launch. You can configure this for whenever synthesized response returns a single conversational catalog item, a single Virtual Agent topic along with Knowledge Base information appears, a single conversational catalog item along with Knowledge Base information appears, or an agent response with sourced Knowledge Base information appears.

    • Type: string
    • Default value: topic, agent, agent_with_sources
    • Location: System Property [sys_properties] table
    sn_nowassist_va.use_planner2_response_as_fallback Set to false (default value) to use the Virtual Agent fallback message when an answer cannot be found. Set to true to use an LLM-generated fallback message that is more specific in response whenever an answer cannot be found.
    Table 2. Knowledge Graph
    Property Description
    sn_ais_assist.kgnlq_schema_name Control the information available to Now Assist in Virtual Agent through Knowledge Graph. The default value is sn_kg.now_user_graph_nlq.
    Table 3. Suggested queries
    Property Description
    sn_nowassist_va.enable_suggested_queries Enable suggested search queries for enhanced chat to appear in the chat window. Any search query performed in the portal's search bar appears as a part of the greeting topic for subsequent new conversations. The default value is false.
    sn_nowassist_va.max_suggested_queries Determine the maximum number of suggested search queries to display within the greeting topic for enhanced chat window conversations. The default value is 6.
    Table 4. Suggested actions
    Property Description
    sn_nowassist_va.enable_suggested_actions Enable suggested actions in Now Assist in Virtual Agent so that users are offered options for what they can do after completing a prior action. Suggested actions is applicable to standard and enhanced chat, mobile, and Microsoft Teams. These are the possible values:

    False: Suggested actions remain off with no background processes running.

    Log only: Feature runs in the background with no suggested actions shown in the UI. The suggested actions are logged in a table that is visible to admins.

    True: Shows the suggested actions in Now Assist in Virtual Agent and log only mode. Log only mode logs the actions predicted in a table that is visible to the admin.

    View the table showing actions executed and corresponding suggested actions in the instance. The table is visible when the system property is set to Log only or True. The table location is: sys_now_assist_va_suggested_actions_result_log.

    Table 5. Actions executed and corresponding suggested actions
    Executing action name Executing action description SA1 name SA1 description SA1 model type SA2 name SA2 description SA2 model type