All chat skills are not working. (Now Assist)

[kanakoA]

I can't use the NowAssist chat skills.

When I activate the skills and try to use them, the following happens:

● Chat summarization: "Unable to summarize chat. Now Assist isn't set up to process this request." is displayed.
● Chat recommendation: The icon for using this feature is not displayed.

Since there is limited knowledge about agent chat, it is possible that the issue lies with the settings related to agent chat rather than NowAssist.

[Shivalika]

Hello @kanakoA 

Two things - Have you checked if what it's trying to summarise is minimum 200 words ? 

Second - is your workspace plugin updated ? 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

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[PaulSylo]

HI @kanakoA 

I would say for  1. chat summarization - to confirm all required plugins for Now assist and its chat skills are active .

do repair the plugin again. Ensure you have right role to access and use this summaries capability 

2. Chat recommendation - Sometime, you don't see this icon, so again, ensure you have plugin in latest version. Ensure Now experience plugin also updated. 

then i would say to replicate this  in your instance, this will either fixe your problem, or help you to understand more how it is configured.

https://www.servicenow.com/docs/bundle/xanadu-it-service-management/page/product/now-assist-itsm/tas... 

[kanakoA]

@PaulSylo 

Thank you for your reply.

I understand that the problem is that the plugin is not up to date, and I previously updated the Now Assist for Customer Service Management (CSM) plugin.
At that time, in addition to the two chat-related skills, the generation of email recommendations also did not work, but after the update, only the generation of email recommendations worked.

I also checked the following plugins, and they were all up to date.
・Now Assist Admin Console
・Agent Chat

In this case, would it be best to repair the Now Assist for Customer Service Management (CSM) plugin?
Also, please let me know if there are any problems that arise when you repair it.

[Dr Atul G- LNG]

Hi @kanakoA 

We encountered a similar issue on the ITSM side, and it was resolved by repairing the plugins. As you mentioned, it seems to be an outdated plugin, but try repairing it once. In our case, the issue was fixed only by repairing the plugin. If that doesn't work, please log a new support case.