Now Assist Chat Summarization Not Triggering on Interactions from Employee Slate Portal

[Lkharat]

When end-users initiate a live chat session from an Employee Slate portal (built using the AI Experience framework), the assigned agent in Workspace finds that Now Assist capabilities—specifically Chat Summarization—fail to trigger or remain unavailable on the Interaction record. Attached the screenshot

Root Cause

Unlike traditional Service Portals (sp_portal) that pass their URL suffix (e.g., servicehub or esc) in the chat payload, the Next Experience AIX framework (sn_aiux) passes the sys_id of the sys_aix_experience record as the portal and liveagent_portal parameter in the Interaction Context.

Resolution Steps

Step 1: Retrieve the Portal Sys_ID from Interaction Context

• Navigate to Interactions (interaction.list) in the Filter Navigator.
• Open a recent chat interaction record initiated from the Employee Slate portal.
• Scroll down to the Interaction Contexts related list.
• Locate the entry where the Name is portal or liveagent_portal.
• Copy the listed in the Value column (e.g., 50ada8e9ff5e7210f4a0ffffffffff23).

Step 2: Update the Skill Applicability Configuration

• In the Filter Navigator, enter sn_nowassist_skill_config.list and press Enter.
• Open the Chat summarization skill configuration record.
• Scroll down to the Now Assist Skill Config Applicabilities related list.
• Open the applicability record configured for your portal context.
• Change the parameter payload from:
• {"portal":"50ada8e9ff5e7210f4a0ffffffffff23"} //copied from interaction listed column  portal or liveagent_portal
• Click Update.