Configure chat recommendation

Configure chat recommendation by defining triggers, specifying inputs, setting the display location, and activating the feature.

Before you begin

Role required: admin

Using the chat recommendation skill, you have the options to:

• Generate a recommended reply based on the context of the conversation.
• Refine the recommendation by elaborating or shortening the response.

Procedure

1. Navigate to Admin > Now Assist Admin >Skills.
2. Select the Customer workflow, and CSM as the product.
3. Activate Skill for the Chat reply generation skill.
   Each skill has a guided setup with multiple steps. A check symbol next to each step indicates whether its setup is complete, partially complete, or incomplete. After configuring a step, select Save and continue to move forward, or Back to return to a previous step.
4. Select Define Triggers and switch the toggle to choose how and when the summarization is configured.
5. Select Choose Input and review the portal and channel selections that determines where data is pulled from.
   Note:

   You cannot modify or deselect default skill input data sources.
6. Select any additional data sources that you want the Large Language Model (LLM) to take into account when generating a recommendation.
7. Select a portal for the data source to allow chat recommendation to be generated for the conversation occurring on that portal.

   This is a mandatory step. The admin must specify a portal and enable a specific channel on the Choose Input page to enable the skill for chats sent in the selected portal or channel. Otherwise, the agent will receive an error message: “Chat summaries won’t appear until your IT administrator completes all the required steps involved in the setup".

8. Select Define Availability to customize how and when the skill capability is active and accessible.
   • Select Skill is always available so no restrictions are placed on when a skill is available.
   • Select Customize skill availability to define conditions and use the condition builder to configure fields and values.
9. Select Define access to determine who can access this skill.

   By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.

   Default and Custom Roles:

   • If no changes are made, the default roles sn_customerservice_agent and sn_customerservice.consumer_agent will automatically appear in Define Access and Select Display.
   • If custom roles were added before the upgrade, they’ll be updated automatically by a script.
   • If new roles are created after the upgrade, you’ll need to manually add them in both the Define Access and Select Display.
     Note:

     In the Select Display step, you can only choose roles that were added in the Define Access step. If you add a role in Define Access, you still need to manually select it in Select Display to make it active.
10. Toggle Display to determine if chat recommendation appears in In-product desktop, displaying Now Assist skills on forms and workspaces.
11. After selecting Review and Activate to examine changes, select Done to close the Chat reply generation settings.
12. Select Activate to turn on the skill for agents and complete configuration.

Result

Chat recommendation for the workflow is active on the instance.