Using summarization service and defining the minimum number of summary lines

As a case business analyst, you can ensure that chats from BMC Live Chat are summarized and the summary is used to create a case in BMC Helix Business Workflows. You can also define the minimum number of lines that a summary must be of to create the case.

To use the summarize chats to create cases

1. Log in to BMC Helix Business Workflows.
2. Click Application Settings .
   The Settings page opens in a new browser tab.
3. Expand Application Configuration > Common Configurations.
4. Select USE_SUMMARIZATION_SERVICE.
5. In the Configuration Values pane, click Add.
6. To summarize chats at a global level, from the Company list, select Global.
7. To summarize chats at a company level, select the company.
   When you select the option at a company level, the Global setting is overridden for that company. For other companies, Global setting is applied.
8. To enable the use of the summarization service, select .
   The default value is true.

1. Click Save.

To define the minimum number of lines for chat summary

1. Log in to BMC Helix Business Workflows.
2. Click Application Settings .
   The Settings page opens in a new browser tab.
3. Expand Application Configuration > Common Configurations.
4. Select MIN_LINES_FOR_SUMMARIZATION.
5. In the Configuration Values pane, click Add.
6. Select the Configuration Value.
   The default value is 10.

1. To define the number of lines at a global level, from the Company list, select Global.
2. To define the number of lines at a company level, select the company.
   When you select the option at a company level, the Global setting is overridden for that company. For other companies, Global setting is applied.
3. Click Save.