Configure chat summarization

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • Configure Chat Summarization to generate condensed summaries of conversations between agents or with a Virtual Agent, highlighting key points for quick reference.

    Before you begin

    Role required: Admin

    Chat summarizations are generated when:
    • The conversation ends.
    • The agent uses the summarize quick action in Agent Chat.
    • The user selects chat summarization or enters summarize chat in the Ask Now Assist field on the Now Assist panel.
    • A live agent transfers an interaction to a different live agent.

      When an interaction is transferred from a Virtual Agent to a live agent and is at least six lines long, the chat summarization displays in a summary card in the conversation and populates the interaction's summarization and short description fields.

    Procedure

    1. Navigate to Admin > Now Assist Admin > Now Assist Skills.
    2. Select the Customer workflow, and CSM as the product.
    3. Activate Skill for the Chat Summarization 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 toggles to choose how and when the summarization is configured.
      Table 1. Triggers for the chat summarization skill
      Trigger Description
      Virtual Agent to Live Agent handoff Chat summary that is generated when the chat handoff is done from Virtual Agent to a live agent.
      Live Agent to Live Agent handoff Chat summary that is generated when the chat handoff is done from a live agent to a live agent.
      Quick action Chat summary that is generated when the live agent performs the /summarize quick action.
      Chat wrap-up Chat summary that is generated when the live agent ends the chat. The Chat Summary field is updated for the interaction.
      Short description Short description field that is updated for the interaction when the live agent ends the chat.
      Task creation Short description and Description fields that are auto-populated on the task record when a task is created from an interaction.

      You can also toggle the bulleted list property to display the chat summary as an unordered list.

    5. Select View Input and review the portal and channel selections that determines where data is pulled from.
      Note:
      You cannot modify or deselect the default product portal data source. Additionally, portals that are already in use by other products cannot be selected.
      Table 2. Table 2: Inputs for the chat recommendation generation skill
      Input Description
      Input fields
      • CSM (Default portal for CSM)
      • CSP (Default portal for CSM)
      • AIS_ADMIN_TOOLS
      • APM
      • APM_PLANNER
      • ARC
      • ASC
      • ASC_OLD
      • ASP
      • ASSIGN_INSIGHTS_OWNER
      • BENCHMARKS
      • BLANK
      • BLSP
      • BUSINESS_PORTAL
      • CAB
      • CEM
      • CLAROTY_CTD_VR
      • CLOUD_ADMIN_PORTAL
      • CLOUD_PORTAL
      • COMMUNITY
      • COMMUNITY_CXS
      • CONTENT_DELIVERY_DEMO
      • CSM_OUTLOOK
      • CSM_WALKUP
      • DB_BUILDER
      • DEMO_BUILDER
      • DH_TOOLS
      • DHAPP
      • DHAPP_DSP
      • DHBE
      • DHEXECON
      • ECDEMO_KIOSK
      • ECK
      • EESP
      • ELP
      • EMEXP
      • ESG_REPORTING
      • FSMCP
      • IDEA
      • INDEMO
      • INDUSTRY
      • INDUSTRYDEMO
      • KB
      • KIOSK
      • LEGAL
      • LEGAL_OUTLOOK
      • LMP
      • MEB
      • MESP
      • MOA
      • MY_WORK_HUB
      • NEW_HIRE
      • PC
      • PERF
      • PPSRP
      • PPSWORKBENCH
      • PPT
      • PROGRAM_STATUS
      • PROJECT_STATUS
      • RC
      • SNCOUTLOOK
      • SP
      • SP_CONFIG
      • SUPPLIER
      • SVDP
      • SWP
      • TCP
      • WALKUP
      • WS
      • WSDDEMO
      • ECDEMO
      • ECKDEMO
      • ESC
      • ESCP
    6. 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.
    7. 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 role- sn_customerservice_agent or 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.
    8. Select Display to determine where the resolution notes appear.
      • Select In-product desktop to display Now Assist skills on forms and workspaces.
      • Select Now Assist panel to display Now Assist skills in the Now Assist panel.
    9. After selecting Review and Activate to examine changes, select Done to close the Chat Summarization generation settings.
    10. Select Skill to turn on the skill for agents and complete the configuration.