Ai summary card is not visible on workspace

[nehaaress]

Hello everyone,

In UI Builder, the AI Summary card is visible in the Source-to-Pay workspace, but it is not appearing in the actual workspace UI. About a month ago, it was working correctly and was fully visible.

We have already verified that all required skills are activated, and no changes were made on our side. Currently, the feature is still working in the Native UI (as shown in the attached screenshots), but not in the workspace.

Could you please help us understand why this issue is occurring and how we can make the AI Summary card visible again in the workspace?

Thank You

[Tanushree Maiti]

Hi @nehaaress 

1) Refer KB: KB2821601 Summarization Troubleshooting Guide 

1. Summarize Button or AI Summary Card Not Visible

Environment

Now Assist Summarization
Incident / Case / Task records
Workspace or Now Assist Panel

Issue

The Summarize button or AI Summary Card is not visible when viewing a record in the workspace or form.

Initial Checks

Verify the following before troubleshooting further:

• The Now Assist skill is activated for the relevant table.
• The record is opened from the correct workspace.
• The AI Summary Card component has been added to the workspace page in UI Builder.
• The sn-wwna plugin is installed and compatible with the current platform release.

Resolution

Activate the Skill

1. Navigate to Now Assist Admin → Skills
2. Select the relevant skill group (for example, Customer Service or ITSM).
3. Locate the summarization skill (for example, Case Summarization).
4. Confirm the skill status is Active.
5. If inactive, click Activate and save.

Add AI Summary Card to Workspace Page

1. Open UI Builder.
2. Navigate to the custom workspace experience.
3. Locate the record page variant for the table (Incident or Case).
4. Add the AI Summary Card component to the page layout.
5. Save and Publish the page.

Open the workspace and verify the Summarize button appears on the record.

Note

Each custom workspace must be configured individually.
Changes to the Out-of-Box workspace page do not automatically apply to custom pages.

2) Refer: KB2764862 Summarization Button Not Showing in Custom Workspace