Chat Summarization Not Working for Now Mobile

[ChilankaS]

I have Virtual Agent configured in my client instance, and chat summarization is working as expected after handover to a live agent. This was my reference article

https://www.servicenow.com/community/itsm-articles/install-and-configure-chat-summarization-for-now-...

It also responds correctly when I type "/summarize" in the chat.

For the Microsoft Teams channel, I followed the below documentation

https://www.servicenow.com/docs/bundle/washingtondc-intelligent-experiences/page/administer/now-assi...

and created the necessary device mapping record. As a result, summarization works correctly on Teams once the agent handover happens.

However, I tried enabling the same for the mobile channel by adding a record with the deviceType set to mobile, but chat summarization is not triggered on mobile even after handover to a live agent. It's showing this below screenshot while typing "/summarize."

View setup link navigating to the article which referring enabling now assist skills

Configure chat summarization in the Now Assist Admin console

Has anyone successfully enabled chat summarization for the Now Assist Mobile? Is there a specific deviceType value or configuration required for mobile to support this feature?

Any insights or suggestions would be appreciated!

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[Abbas_5]

Hello @ChilankaS,

Please refer to the below link:

https://www.servicenow.com/community/now-assist-for-creator-forum/chat-summarization-is-not-working/...

If it is helpful, please hit the thumbs up button and accept the correct solution by referring to this solution in the future it will be helpful to them.

Thanks & Regards,

Abbas Shaik

[Ct111]

can you crosscheck if MESP under  Now Assist Skills setup (Under Choose Input) is enabled or not.

As described in below link

Usually mobile related pages are present in MESP.

Give a try and let me know the outcome.

[ChilankaS · Accepted solution]

I found the solution finally

Go to the Now Assist Skill Config Applicability (sn_nowassist_skill_config_applicability) table by entering sn_nowassist_skill_config_applicability.list in the navigator.

1. Select New to create a record.
2. In the Skill config field, enter Chat summarization.
3. In the Filter parameters field, enter deviceType for Name and "ios"/"android" for Value.
   

    OR

   
   
4. Select Submit to create the record.

If it is helpful, please hit the thumbs up button and accept the correct solution by referring to this solution in the future it will be helpful to them.

Thanks, 

Chilanka Suresh