<h2>Chat Summarization Card is not available after upgrade</h2><br/><div style="overflow-x:auto"><article><div ><h2 >Issue </h2><section><style type="text/css"><!-- /*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: ; } } </style><div class="ns-kb-css-body-editor-container"> <ul style="list-style-position: inside;"><li style="font-size: 10pt; font-family: verdana, geneva;"><span style="font-size: 10pt; font-family: verdana, geneva;">After upgrading to Australia Patch3 (AP3), chat supervisors can not see the Chat Summarization Card.</span><br /><br /></li></ul> <span id="ns-kb-css-end-div-identifier" style="display: none; pointer-events: none;"></span></div></section></div><div ><h2 >Symptoms</h2><section><style type="text/css"><!-- /*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: ; } } </style><div class="ns-kb-css-body-editor-container"> <ul style="list-style-position: inside;"><li style="font-family: verdana, geneva; font-size: 10pt;"><span style="font-family: verdana, geneva; font-size: 10pt;">Chat Supervisors can see the active live chat conversation, however they cannot see the chat summarization card when the chat is transferred from the Virtual Agent to Live Agent.</span></li><li style="font-family: verdana, geneva; font-size: 10pt;"><span style="font-family: verdana, geneva; font-size: 10pt;">Live Agent, who accepts the chat can see the Chat summarization card.</span></li></ul> <span id="ns-kb-css-end-div-identifier" style="display: none; pointer-events: none;"></span></div></section></div><div ><h2 >Release</h2><section><style type="text/css"><!-- /*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: ; } } </style><div class="ns-kb-css-body-editor-container"> <ul style="list-style-position: inside;"><li style="font-family: verdana, geneva; font-size: 10pt;"><span style="font-family: verdana, geneva; font-size: 10pt;">AP3 and higher (NA Suite version 29.3.20260611)</span></li></ul> <span id="ns-kb-css-end-div-identifier" style="display: none; pointer-events: none;"></span></div></section></div><div ><h2 >Cause</h2><section><style type="text/css"><!-- /*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: ; } } </style><div class="ns-kb-css-body-editor-container"> <ul style="list-style-position: inside;"><li><span style="font-family: verdana, geneva; font-size: 10pt;">Earlier, the Chat Summarization Card used to be available for all the live agents. The behavior was reported on a defect on <a href="https://support.servicenow.com/nav_to.do?uri=problem.do?sys_id=da55215993f5fe50eabeb66d6cba10db" target="_blank" rel="noopener noreferrer">PRB1972557</a>. Dev team fixed this defect as part of a STRY as a product enhancement.</span></li></ul> <span id="ns-kb-css-end-div-identifier" style="display: none; pointer-events: none;"></span></div></section></div><div ><h2 >Resolution</h2><section><style type="text/css"><!-- /*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: ; } } </style><div class="ns-kb-css-body-editor-container"> <ul style="list-style-position: inside;"><li style="font-family: verdana, geneva; font-size: 10pt;"><span style="font-family: verdana, geneva; font-size: 10pt;"><strong>Previous behavior:</strong> The Chat Summarization Card was available to all live agents and supervisors, including those not assigned to the live chat interaction.</span></li><li style="font-family: verdana, geneva; font-size: 10pt;"><span style="font-family: verdana, geneva; font-size: 10pt;"><strong>Enhanced behavior </strong>(AP3 onwards): As part of a Story enhancement, the Chat Summarization Card is now available only to the live agent assigned to the chat. This is an expected behavior.</span><br /><br /><span style="font-family: verdana, geneva; font-size: 10pt;">Following is the reference for the Docs :</span><br /><span style="font-family: verdana, geneva; font-size: 10pt;"><a href="https://www.servicenow.com/docs/r/store-release-notes/na-suite-rn-2026-06-16.html" target="_blank" rel="noopener noreferrer">Chat Summarization for Virtual Agent</a></span></li></ul> <span id="ns-kb-css-end-div-identifier" style="display: none; pointer-events: none;"></span></div></section></div><div ><h2 >Related Links</h2><section><style type="text/css"><!-- /*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: ; } } </style><div class="ns-kb-css-body-editor-container"> <ol style="list-style-position: inside;"><li style="font-family: verdana; font-size: 10pt;"><a href="https://www.servicenow.com/docs/r/zurich/platform-user-interface/monitor-chat-conversations.html" target="_blank" rel="noopener noreferrer">Monitor chat conversations</a></li><li style="font-family: verdana; font-size: 10pt;"><a href="https://www.servicenow.com/docs/r/store-release-notes/na-suite-rn-2026-06-16.html" target="_blank" rel="noopener noreferrer"><span style="background: white;">Suite version 29.3.20260611 - Australia Patch 3</span></a></li></ol> <span id="ns-kb-css-end-div-identifier" style="display: none; pointer-events: none;"></span></div></section></div></article></div>