Configure chat summarization
Configure Chat Summarization to generate condensed summaries of conversations between agents or with a Virtual Agent, highlighting key points for quick reference.
[Omitted video] Description: Configure the chat summarization skill
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 AI field on the ServiceNow Otto 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. The summarization also populates the interaction's summarization and short description fields.
Procedure
-
Navigate to All > AI Admin Hub > AI Skills.
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Select the Customer workflow, and CSM as the product.
-
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.
-
Select Define Triggers and switch the toggles to choose how and when the summarization is configured.
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 /summarizequick 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.
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Select Choose Input and review the portal and channel selections that determine where data is pulled from.
Note: You can't modify or deselect the default product portal data source. Additionally, portals that are already in use by other products can't be selected.
|
Input |
Description |
|---|---|
|
Input fields |
|
- 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.
-
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 will be updated automatically by a script.
-
If new roles are created after the upgrade, you must 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 must manually select it in Select Display to make it active.
-
-
Select Display to determine where the chat summary appears.
- Select In-product desktop to display AI skills on forms and workspaces.
- Select panel to display AI skills in the ServiceNow Otto panel.
-
After selecting Review and Activate to examine changes, select Done to close the Chat Summarization generation settings.
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Select Skill to turn on the skill for agents and complete the configuration.
---
title: Configure chat summarization
description: Configure Chat Summarization to generate condensed summaries of conversations between agents or with a Virtual Agent, highlighting key points for quick reference.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/now-assist-for-csm/configure-chat-summarization-in-now-assist\_0.html
release: australia
product: Now Assist for CSM
classification: now-assist-for-csm
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 3
breadcrumb: [Activate ServiceNow Otto Skills, Configure, ServiceNow Otto for CSM, Customer Service Management]
---
# Configure chat summarization
Configure Chat Summarization to generate condensed summaries of conversations between agents or with a Virtual Agent, highlighting key points for quick reference.
\[Omitted video\] Description: Configure the chat summarization skill
## 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 AI field on the ServiceNow Otto 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. The summarization also populates the interaction's summarization and short description fields.
## Procedure
1. Navigate to **All > AI Admin Hub > AI 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.
|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 **Choose Input** and review the portal and channel selections that determine where data is pulled from.
**Note:** You can't modify or deselect the default product portal data source. Additionally, portals that are already in use by other products can't be selected.
<table id="id_xlz_fhc_4fc"><thead><tr><th>
Input
</th><th>
Description
</th></tr></thead><tbody><tr><td>
Input fields
</td><td>
- CSM \(Default portal for CSM\)
- CSP \(Default portal for CSP\)
- 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
</td></tr></tbody>
</table>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 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 will be updated automatically by a script.
- If new roles are created after the upgrade, you must 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 must manually select it in **Select Display** to make it active.
8. Select **Display** to determine where the chat summary appears.
- Select **In-product desktop** to display AI skills on forms and workspaces.
- Select **panel** to display AI skills in the ServiceNow Otto 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.
| title | Configure chat summarization |
| description | Configure Chat Summarization to generate condensed summaries of conversations between agents or with a Virtual Agent, highlighting key points for quick reference. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/now-assist-for-csm/configure-chat-summarization-in-now-assist\_0.html |
| release | australia |
| product | Now Assist for CSM |
| classification | now-assist-for-csm |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 3 |
| breadcrumb | Activate ServiceNow Otto SkillsConfigureServiceNow Otto for CSMCustomer Service Management |