Chat summarization doesn't work when it is via a 3rd party website it's been embedded in

[Stacey9]

We have the Virtual Agent setup in a couple of areas internally via portal pages and externally via Teams and our main website. The main reason for having it externally via our website is so unauthenticated users can get help via the support pages we have there. Our ServiceNow instance is setup behind SSO so we need a support option for users who have forgotten passwords or don't have an account. The problem we have with this is the chat summarization doesn't work if the chat comes via an external website. I was just wondering if anyone else is facing this issue and what other businesses have done to get around/address this?

[Ankur Bawiskar · Accepted solution]

@Stacey9 

I believe the chat summarization is supported only within the platform and not when initiated from external sites.

I couldn't find any docs for this though

If my response helped please mark it correct and close the thread so that it benefits future readers.

[PritamG]

to address chat summarization issues for unauthenticated users via external websites,

enable public chat support to configure virtual agent for external access with limited authentication and use external authentication bypass allow specific chatbot interactions without requiring full SSO access. leverage guest sessions utilize guest session handling for password reset and account help flows and then custom API integration implement custom APIs for chat data capture and summarization outside SSO limitations.