question Re: Now Assist Chat Summarization not working for CSM ?? in Now Assist forum

Now Assist Chat Summarization not working for CSM ??

nikkii — Wed, 21 Jan 2026 17:41:25 GMT

Hi guys

We installed Now Assist for CSM Plugin some weeks ago. Then it works fine.
But since today, the skill Chat summarization displays the following message:
"Chat summaries won’t appear until your IT administrator completes all the required steps involved in the setup."

We deactivated, reactivated and reconfigured the skill multiple times but we alwys get the same issue

We already checked the Skill Setup multiple times, checked the roles, the display settings etc.

we repaired and reinstalled the whole Now assist CSM Plugin.

We are on Yokohama, Patch 10. - are there any related issues with Chat summarization & this verison?

Please help here. thanks!

Steps to reproduce:
- User starts conversation with virtual Agent
- User has a short conversation virtual Agent
- User Asks to be transfered to a live Agent
- Agent (Beth Anglin) gets interaction request and accepts it
- Chat loads but NO summary is created
- When Using the command "/summarize" the following message is displayed: "Chat summaries won’t appear until your IT administrator completes all the required steps involved in the setup."
- Also when ending the chat, no fields are filled in

Re: Now Assist Chat Summarization not working for CSM ??

Dr Atul G- LNG — Wed, 21 Jan 2026 17:45:32 GMT

Hi @nikkii

Did you follow these steps?

If yes, but it’s still not working, log a support case.

"Chat summaries won’t appear until your IT administrator completes all the required steps involved in the setup."

Re: Now Assist Chat Summarization not working for CSM ??

nikkii — Wed, 21 Jan 2026 17:48:46 GMT

Sorry but that was not very helpful.

I already said, i checked the setup and followed all steps.

and yes i created a case, but a response needs always time.

i was wondering if someone else had the same problem, so please share your experience.

thanks!

Re: Now Assist Chat Summarization not working for CSM ??

Dr Atul G- LNG — Wed, 21 Jan 2026 17:55:42 GMT

Sorry to hear, did you try plugin repair?

Re: Now Assist Chat Summarization not working for CSM ??

Andy KWZ — Thu, 22 Jan 2026 07:03:21 GMT

Hello @Dr Atul G- LNG
Yes, the plugin was repaired and also reinstalled multiple times.
Same result every time.

Re: Now Assist Chat Summarization not working for CSM ??

Dr Atul G- LNG — Thu, 22 Jan 2026 07:07:53 GMT

Log a now support case mate.

Re: Now Assist Chat Summarization not working for CSM ??

rpriyadarshy — Thu, 22 Jan 2026 07:08:30 GMT

Check out these KBS

Now Assist Chat Summarization not working on CSM Workspace - Support and Troubleshooting

Now Assist Chat Summarization is not working in ITSM and CSM modules - Support and Troubleshooting

Chat Summarization (GenAI) for the Live Agent is not working - Support and Troubleshooting

Regards

Re: Now Assist Chat Summarization not working for CSM ??

Rafał Rataj — Fri, 23 Jan 2026 13:44:13 GMT

"Chat summaries won’t appear until your IT administrator completes all the required steps involved in the setup."

this message indicates

the skill configuration does not allow the usage for your use case -

eg user does not have the configured role, skill is available for dedicated chat queue only

Roles are defined in 2 steps - define access AND in the select display, they need to be synced if you do a custom setup

check the skill configuration and compare to your test users rights / tables / chat queues

chat summarization also has the configuration of "Define your tiger" perhaps you did not selected the one you are testing - quick action? )

and also chat configuration requires plugin per app ( chat summarization for ITSM, chat summarization for HR ... )