--- 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.
Input Description
Input fields - 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
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.