Make "Chat Summarization" and "Chat Reply Recommendation" work on other than esc portalSummary<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When Now Assist for ITSM is installed and configured, certain AI-powered skills — specifically Chat Summarization and Chat Reply Recommendation — fail to function when triggered from portals other than the default /esc portal. Observed the following: Chat Summarization works correctly on /esc but returns an error when triggered from the Service Portal (/sp).The Chat Reply Recommendation icon (Now Assist icon) does not appear when agents are engaged in a live chat session from a non-default or custom portal.The features appear fully configured and enabled; there are no obvious error messages at configuration time.The issue persists across multiple case reopens and is not resolved by repairing the Now Assist ITSM plugins alone. Symptoms Chat Summarization Navigate to /sp (Service Portal) and initiate a Virtual Agent chat.Complete a conversation between the end user and the agent.Attempt to summarize the chat — an error message is returned.Same flow via /esc portal works as expected. Chat Reply Recommendation Navigate to a custom /sp portal and start a live agent chat.As the agent, begin typing in the response field.The Now Assist icon for Chat Reply Recommendation does not appear.The feature is turned on and activated in Now Assist configuration. Root Cause The root cause is a missing portal-specific applicability record in the sn_nowassist_skill_config_applicability table. By default, Now Assist skill configuration records are scoped to the /esc portal (Employee Service Center). When a skill is invoked from a different portal — such as /sp (Service Portal) or any customer-defined portal — the platform cannot match the incoming portal context against an existing applicability record. As a result, the skill is not rendered or executed for that portal. This is a known platform behavior, not a bug. The skill itself is healthy and functional; it simply lacks the portal-level configuration entry required to activate it in non-default portal contexts. Key Technical Detail The sn_nowassist_skill_config_applicability table acts as a portal-to-skill mapping. Each record defines where a specific Now Assist skill is allowed to operate, using a filter on the portal field. Without a matching record for the target portal, the skill will not be activated — regardless of whether it is enabled at the global skill configuration level. Resolution To enable a Now Assist skill for a non-default portal, a new record must be created in the skill configuration applicability table for each target portal. Follow the steps below. Step-by-Step: Adding Portal Applicability for a Now Assist Skill Ensure you are in the global scope. Use the application scope picker in the top banner to switch if needed.Navigate to the sn_nowassist_skill_config_applicability list view (type the table name directly in the navigator filter).Click New to create a new applicability record.Populate the record with the following field values: Field Value Skill Config Select the target skill — e.g., Chat Summarizer or Chat Reply Recommendation Application Global Domain Global Order 100 Filter Parameters Portal = sp (or the suffix of the custom portal URL)