Activate email interaction summarization for CSM

Activate the Email Interaction Summarization skill in Now Assist Skill Kit to generate AI-powered summaries of email interactions for CSM agents, reducing the time spent reviewing full email conversation histories.

Before you begin

Confirm the following prerequisites are met before you begin:

• The Email Interaction for CSM plugin must be installed and active on your instance.
• A Now Assist for CSM license must be active on your instance.

Role required: sn_nowassist_admin.nsa_admin

About this task

The Email Interaction Summarization skill generates summaries of email threads, helping agents quickly understand the context of a customer interaction without reading the full conversation history. Summaries are generated on demand when an agent selects the summarize option on an email interaction.

Note:

AI-generated summaries may not capture all nuances of the email conversation. Agents must review summaries for accuracy before acting on them.

Procedure

1. Navigate to Admin > Now Assist Admin > Now Assist Skills.
2. Select Customer > CSM.
3. On the Now Assist for CSM skills for page, locate the Email Interaction Summarization skill and select it to open the skill details.
4. Select Activate skill.
   Note:

   By default, the skill is inactive.
5. Complete the guided setup.
6. In Review and activate, review your configuration.
7. Select Activate.

Result

The Email Interaction Summarization skill is active. Agents can select the summarize option on an email interaction to generate an on-demand summary of the email thread.