---
sourceDocument: Yokohama Enable AI
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/intelligent-experiences
Release :
- yokohama
ft:locale :
- en-US
ft:publication_title :
- Yokohama Enable AI
ft:clusterId :
- platai
bundleId :
- platai
workflow :
- Platform
---
# Enhanced chat
# Enhanced chat {#ariaid-title1}
Release version: Yokohama
Updated July 16, 2025
 8 minutes to read
Summarize
 Summarized using AI
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.
## Summary of Enhanced chat
The Now Assist panel enhanced chat is a dynamic conversational support tool within ServiceNow's Next Experience interface that enables multiple active conversations and advanced search capabilities.
It leverages generative AI to assist agents by summarizing chats, cases, or incidents; generating resolution notes; providing help; and more.
This enhances productivity and efficiency by offering fast, AI-powered support directly within the workspace or Core UI screens.
Show full answer Show less
To use the full capabilities, the Now Assist panel requires activation, Next Experience enabled, and AI Search enabled on your portal. AI Search is essential for knowledge article retrieval, AI responses grounded in your instance data, and semantic search. Without AI Search, the chat operates with limited functionality such as predefined flows and simple Q\&A.
## Key Features
* **Flexible Chat Window:** The chat window is draggable and resizable or can be expanded to cover 90% of the screen. It also supports pinning to the screen for persistent visibility.
* **Multiple Active Conversations:** You can manage multiple chats simultaneously, view active and closed chats, and access chat history. Closed chats become read-only and can be deleted permanently.
* **Conversational AI Powered by Now LLM Service:** The panel understands complex queries, handles multiple questions in one message, and coordinates across AI agents, conversational actions, knowledge base, catalogs, and custom skills.
* **Agentic Workflows Support:** The AI can reason, plan, and execute workflows via agentic conversations once AI agents are enabled by admins.
* **Real-Time Streaming Responses:** Responses stream in real time from diverse content sources, improving the user experience with quick, comprehensive answers.
* **Chat and Case Summarization:** Quickly generate summaries of chats, cases, or incidents to understand key details without repeating information. Supported for ServiceNow Otto for CSM, HRSD, and ITSM.
* **Resolution Notes Generation:** Automatically generate detailed resolution notes for interactions to streamline documentation.
* **Navigation Assistance:** Navigate within the portal by issuing requests in the chat, such as viewing active incidents, without leaving the conversation.
* **Notifications and Updates:** Configurable notifications and reminders appear in the Updates section of the panel to keep agents informed.
## Configuration and Usage Notes
* Now Assist skills must be enabled for them to appear in the panel.
* The inactivity timeout for active chats (default 2 hours) can be configured in the Messaging Channels table.
* Closed chats must be enabled explicitly to appear and are read-only; they cannot be reopened.
* The copy message button is not available in enhanced chat.
* Admins must enable AI agents to allow agentic workflows.
## Practical Benefits for ServiceNow Customers
ServiceNow users leveraging the Now Assist panel enhanced chat can expect a streamlined support experience that reduces manual effort by automating tasks like summarization and note generation. The ability to handle multiple simultaneous conversations and real-time AI-powered assistance enhances agent responsiveness and accuracy. By integrating seamlessly with existing ServiceNow modules and workflows, it helps agents resolve issues faster and with better context, improving overall service delivery.
Now Assist panel enhanced chat is a conversational support experience within a dynamic window that also includes the ability to have multiple active conversations and superior search capabilities. Use Now Assist panel enhanced chat to improve your productivity and efficiency by leveraging generative AI to perform tasks such as summarize a chat, case, or incident, request help, generate resolution notes, among
others.
Note:
Please note these important considerations:
* Next Experience must be enabled to use the Now Assist panel. For more information, see [Considerations for activating Next Experience](https://www.servicenow.com/docs/access?context=next-experience-adoption-paths&version=yokohama&pubname=yokohama-platform-user-interface&ft:locale=en-US).
* To use the full capabilities of Now Assist panel enhanced chat, AI Search must be enabled for your portal. Without it, Now Assist panel enhanced chat functions in a limited capacity. Basic conversational interactions such as predefined topic flows and simple questions and answers are available, but knowledge article retrieval, AI responses grounded in instance content, and semantic search capabilities require AI Search. For more information, see [Enable and configure AI Search in Service Portal](https://www.servicenow.com/docs/access?context=enable-ais-sp&version=yokohama&pubname=yokohama-platform-user-interface&ft:locale=en-US).
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## Now Assist panel enhanced chat overview {#now-assist-panel-enhanced__id_w2m_j4r_tyb}
Agents can use the Now Assist panel enhanced chat to interact with and get assistance from generative AI. You can move the chat window by selecting the header and dragging the chat window to the desired location. You can resize the
chat window by using the window's edges to resize to your desired size or use the toolbar icons.
Now Assist panel enhanced chat must be activated before you can use it. See [Activate Now Assist panel enhanced chat](https://servicenow-prod.fluidtopics.net/Cpsg7_T2jeue4Z43fg9uIg "Activate the Now Assist panel enhanced chat to enable your agents to use Now Assist skills, such as task summarization or navigation, in a side panel on the user interface.") for more information. Now Assist skills must be enabled to appear on the Now Assist panel. For more information, see [Now Assist skills](https://servicenow-prod.fluidtopics.net/FhfSBpuVU5fE_XfziLlDrA "Now Assist products provide generative AI skills that are tailored to meet the needs of users in different workflows.").
Conversational aspects of the Now Assist panel, such as skill detection, are powered by Now LLM Service.
Let's get started by selecting the Now Assist icon ![Now Assist sparkle icon]() to display the Now Assist panel.
Figure 1. Now Assist panel
The Now Assist panel includes:{#now-assist-panel-enhanced__table_yzf_wkw_hzb__entry__2}
| Item number | Description |
|-|-|
| 1 - ![Expand icon.]() | Expands the chat into a 90% screen-size window. The 90% screen-size window can't be resized or moved. Selecting the icon again resizes the chat back into the floating window. |
| 2 - ![Pushpin icon.]() | Positions, or pins, the Now Assist panel to the screen. |
| 3 - Option buttons | Displays the available options. |
| 4 - Reply to Now Assist... | Enter actions. |
| 5 - Now Assist message | Indicates that the answers are generated by AI. |
| 6 - Active chats | All active chats display in the Active chats section. in the Active chats section of the Now Assist. You can create additional chats by selecting the + icon in the heading. |
| 7 - Closed chats | Displays all closed chats. If you select a closed chat, the chat's history displays. |
[ ]
{#now-assist-panel-enhanced__table_yzf_wkw_hzb}
Note:
The copy message button is not available on the Now Assist panel enhanced chat.
The Now Assist subheader consists of these elements:
{#now-assist-panel-enhanced__table_qzq_r2c_qfc__entry__2}
| Element | Description |
|-|-|
| 1. Chats (![Chats icon.]()) | All chats appear. Chats are organized with the most recent conversations at the top. Selecting a chat opens the chat in the conversation area. If there are unread chats or notifications, a badge number appears on the Chats icon (![List icon.]()). Any unread chat or notification appears with a red dot next to it and the chat title appears in bold. Additionally, if you switch to a new chat while another active chat is ongoing, a pop-up message on the Chats icon (![List icon.]()) appears: Your previous chat was saved. You can revisit all of your past chats and continue ones that are still active. The following list includes the chat sections that you may see in the chats area. * Active: Chats where you can continue the conversation. If applicable, active chats move to the Closed chats section after two hours of inactivity. This 2 hour time limit can be configured within the Messaging Channels {sys_cs_channel.list} table. To change the inactivity time limit, from the Messaging Channels {sys_cs_channel.list} table, select the NASS record and populate the Conversation Idle Timeout field with your preferred active chat time limit. If you have no active chats, No chatter at the moment is displayed. If more than 12 active chats are running, a Show more link appears to view more chats. Selecting Show more displays an additional 10 chats. * Updates: Updates for important notifications and reminders can be configured to display. When sn_nowassist_va.nass_notification_enabled is set to true (the default), simple (nonactionable) Now Assist panel notifications appear on your portal home page. After selecting a notification, you're redirected to this Updates section. If you have no updates, You're all caught up is displayed. If more than four updates are available, a Show more link appears to view more updates. Selecting Show more displays an additional 10 updates. Note: If sn_nowassist_va.nass_notification_enabled is set to false, the Updates section doesn't appear. * Closed: Closed chats can be configured to display. A message closes when the designated time has passed (2 hours of inactivity) or you receive the following response in the chat: It looks like you're finished with this chat, so I'll go ahead and close it. Turn on closed chats by selecting the Show closed chats check box within Conversational InterfacesAssistants\[Selected Assistant Name\]Chat experienceClosed chats. After being turned on, closed chats are displayed for as long as they're available within the Conversations (sys_cs_conversation) table. Closed chats appear in a read-only mode and can't become active again. If more than four closed chats are available, a Show more link appears to view more closed chats. Selecting Show more displays an additional 10 closed chats. After a conversation has closed, you can't reopen it. Hovering over a closed chat displays the delete icon (). Confirm the chat deletion on the Delete this chat? modal to permanently delete the chat from the interface. {#now-assist-panel-enhanced__ul_b31_ckc_qfc} |
| 2. \[Chat name\] | The name of the conversation. If you select a promoted asset or query, that asset's title appears as the chat name. If instead you enter an utterance into the Reply to Now Assist field, your initial utterance becomes the chat name. The chat name appears in both the Now Assist subheader and Chats listActive section. |
| 3. New chat (![New chat icon.]()) | A new conversation begins. You may be prompted with a greeting message along with any promoted conversational assets such as topics, subflows, and/or actions, or suggested queries. |
[Table 1. Now Assist subheader elements]
{#now-assist-panel-enhanced__table_qzq_r2c_qfc}
Now Assist panel is available on Next Experience and ServiceNow Studio. The following screenshots show the Now Assist panel in a workspace and on Core UI screens under Next Experience.
|-|-|
| Next Experience | Core UI |
| | |
[Table 2. Now Assist panel]
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## Agentic conversations {#now-assist-panel-enhanced__section_xcs_5vn_sfc}
Note:
Admins must first enable AI agents before end users can experience agentic conversations. Now Assist panel discovers and executes agentic workflows. For more information on agentic workflows, see [Now Assist agentic workflows](https://servicenow-prod.fluidtopics.net/j6XHEYCMi3d5qsY6w32lnw "You can customize Now Assist AI agents agentic workflows to meet the needs of your users in different workflows. For example, you can use agentic AI to help resolve tasks, execute routine but variable procedures, and investigate root causes or analytical trends.") and [Multiple conversations in Now Assist AI agents](https://servicenow-prod.fluidtopics.net/3Qdov3vzq4CFUWO171oy~A "Multiple active conversations enable live agents to maintain separate conversations for different records. You can preserve the context of multiple conversations and enable multiple AI agents to interact at the same time through the Now Assist panel.").
When you ask a question to the Now Assist panel enhanced chat, the agent understands the query and begins a flow. When you submit a message with multiple questions or requests, Now Assist panel enhanced chat answers the multiple questions consecutively in its response. It can reason, plan, and execute across AI agents, Now Assist panel topics, conversational actions and subflows, catalogs, Knowledge Base articles, custom skills, and any Now Assist supported skills to help you. You receive on-screen messages to let you know where the agent is in the agentic processing flow prior to receiving the response. After the processing has completed its flow,
a View AI Steps section header appears, where the processing flow steps can be expanded and viewed. You can stop the agentic processing flow at any time by selecting the End flow icon (![End flow icon.]()). After an action starts, it can't be stopped. Selecting the End flow icon only stops the proceeding processing
steps.
## Navigating from the Now Assist panel {#now-assist-panel-enhanced__section_nwb_h14_2cc}
You can navigate from the Now Assist panel without leaving the current conversation by entering a navigation request in the Ask Now Assist to... field. If you enter "navigate me to active incidents," Now Assist displays a button that enables you to view the active incidents.
## Chat summarization {#now-assist-panel-enhanced__section_tk5_g5c_tyb}
Quickly learn the details of a chat by reading a chat summarization. The chat summarization gives you enough details about the chat so that your requester doesn't have to repeat the same information to you.
To generate a chat summarization from the Now Assist panel, select Chat Summarization or enter summarize chat in the Ask Now Assist to field.
Note:
You can also generate a chat summarization by using the `/summarize` quick action in Agent Chat.
For more information about chat summarization, see [Now Assist skills](https://servicenow-prod.fluidtopics.net/FhfSBpuVU5fE_XfziLlDrA "Now Assist products provide generative AI skills that are tailored to meet the needs of users in different workflows.").
## Case or incident summarization {#now-assist-panel-enhanced__section_wyk_m3d_wyb}
Quickly learn the details of a case or incident by reading a case summarization. The summarization gives you enough details about the interaction so that your requester doesn't have to repeat the same information to you.
You can generate a case or incident summarization from the Now Assist panel for ServiceNow Otto for CSM, ServiceNow Otto for HRSD, or ServiceNow Otto for ITSM:
* For ServiceNow Otto for CSM, select Summarize record or enter summarize a record in the Ask Now Assist to field.
* For ServiceNow Otto for HRSD, select Summarize record or enter summarize a record in the Ask Now Assist to field.
* For ServiceNow Otto for ITSM, select Summarize incident or enter summarize an incident in the Ask Now Assist to field.
{#now-assist-panel-enhanced__ul_h2z_l4t_wyb}
For more information about case or incident summarization, see [Now Assist skills](https://servicenow-prod.fluidtopics.net/FhfSBpuVU5fE_XfziLlDrA "Now Assist products provide generative AI skills that are tailored to meet the needs of users in different workflows.").
## Conversation Help {#now-assist-panel-enhanced__section_afb_zcj_12c}
Get specific and accurate answers to your queries by using the Get Help skill option on the Now Assist panel. This skill is available to everyone entitled to Now Assist capabilities.
For more information about the Now Assist Conversational Help skill that represents as Get Help on the Now Assist panel, see [Now Assist Conversational Help](https://servicenow-prod.fluidtopics.net/kcuZV7BwHRFJxDbR0MHECg "This skill uses Generative AI application capabilities to provide answers to the questions on the Now Assist panel.").
## Resolution notes generation {#now-assist-panel-enhanced__section_lhz_s3d_wyb}
Quickly learn the details of how an interaction was resolved by generating and reading resolution notes.
To generate resolution notes from the Now Assist panel, select Generate resolutions notes or enter generate resolutions notes in the Ask Now Assist to field.
For more information about generating resolution notes, see [Now Assist skills](https://servicenow-prod.fluidtopics.net/FhfSBpuVU5fE_XfziLlDrA "Now Assist products provide generative AI skills that are tailored to meet the needs of users in different workflows.").
## Streaming responses {#now-assist-panel-enhanced__section_mz1_bt2_1fc}
After you enter a question or request on the Now Assist panel, Now Assist gathers information from Knowledge Base articles, external content, product documentation, catalog items, and workflows and combines them into a synthesized, comprehensive answer. Instead of waiting for
the entire message to render, the synthesized response streams in real time and stops streaming after the entire message has been delivered. An animated sparkle icon (![Now Assist sparkle icon]()) appears while the response is generated and changes to the static sparkle icon after the response has fully loaded.
*[\>]: and then