Search

How can I configure the Incident Thread Summarization Agent feature for BUI Incidents?

Environment

Oracle B2C Service Browser UI

Requirements:

- An AI service that can summarize incident content
- External Objects enabled for the site
- No CX upgrade is needed
- No feature flag is needed

Resolution

Incident Thread Summarization uses an AI service to summarize Response and Customer Entry threads from an incident. The agent starts summarization from the incident thread header. A summary helps the agent understand the exchange and capture key details more quickly. It can also be added to a Response to share with the customer.

Administrators can configure the feature with OCI Generative AI Chat, Azure OpenAI, or another REST-based generative AI service. It was introduced in the Browser UI October I release, available on non-production sites from September 19, 2025, and production sites from October 3, 2025.

Agent Experience

- The feature must be enabled for the agent's profile.
- A Thread Summarization icon appears in the incident thread control header.
- Selecting the icon summarizes the incident's Response and Customer Entry threads. These are the thread types included in the summary.
- The summary appears in a dialog below the icon.
- The agent can copy the summary or add it to an incident thread.
- When a Feedback Extensibility Action name is configured, thumbs-up and thumbs-down controls appear in the dialog so the agent can rate the summary.

Administrative Experience

Step 1 — Create the integration within External Objects

An External Objects connection links Thread Summarization to an AI provider, such as OCI Generative AI or another REST endpoint.

1. In Browser UI, open **Administration > External Objects & Integrations**.
2. Review the existing connections on the External Objects page.
3. Select **Add New** to create a connection for the summarization endpoint.
4. Enter the provider's API endpoint and authentication details. Add any required request headers or query parameters.
5. If you configure more than one AI provider, create a separate External Objects connection for each provider.

For additional setup details, see the External Objects guide.

Step 2 — Create a connection for Incident Thread Summarization

1. Log in to Browser UI.
2. From the navigation menu, open **Administration > AI Studios > Thread Summarization**.
3. If no configuration has been saved, the page initially shows an empty report. Saved configurations appear with their details.
4. Use **Refresh** to reload the list, **Add New** to create a configuration, **Open** to edit one, or **Delete** to remove one.
5. Select **Add New** and complete these fields:
  - Name: Required; enter a meaningful name of no more than 10 characters.
  - Provider: Required; select the AI service provider.
  - Connection: Required; select the provider's External Objects connection.
  - Chunk Size: If needed, divide longer content into fixed-size pieces for AI processing.
  - Notes: Optional administrative information.

The configuration also shows **Created**, **Created By**, **Updated**, and **Updated By** values.

For OCI Gen AI Chat, the default request payload follows this structure. Replace the sample compartment and model values with those appropriate to your OCI configuration:

   {
     "compartmentId": "<compartment OCID>",
     "servingMode": {
       "modelId": "cohere.command-r-08-2024",
       "servingType": "ON_DEMAND"
     },
     "chatRequest": {
       "maxTokens": 600,
       "temperature": 0,
       "preambleOverride": "Summarize the supplied conversation clearly and factually, without opinion.",
       "frequencyPenalty": 1,
       "presencePenalty": 0,
       "topP": 0.75,
       "topK": 0,
       "isStream": false,
       "chatHistory": [],
       "message": "${textToSummarize}",
       "apiFormat": "COHERE"
     }
   }

If **Other** is selected as the provider, enter a Request Payload that follows that provider's API documentation. Contact the provider for help with its required JSON template.

Step 3 — Configure the feature

In the new Thread Summarization connection, open **Configurations**. Review the default prompt for the selected provider, change it if necessary, and test it. The page also lists the parameters included in the request payload.

Open **Profile Access** to choose which agents can use this connection. Select an interface, select one or more profiles from the list on the left, and move them to the list on the right with the arrow.

Open **Customizations** to set optional extension actions:

- Enrich Request Extensibility Action: Enter the name of a registered BUI extension action that prepares or changes the request sent to the AI service for the summary.
- Enrich Response Extensibility Action: Enter the name of a registered action that converts the AI response into the format Browser UI needs.
- Logging Extensibility Action: Enter the name of a registered action for customer-managed usage logging. This action is optional.
- Feedback Extensibility Action: Enter the name of a registered action to receive the agent's thumbs-up or thumbs-down rating from the summary dialog.

The name in each field must match the name registered by a loaded BUI extension through **globalContext.registerAction(actionName, callback)**. The feedback action receives **useCaseType**, numeric **recordId**, **question**, **answer**, **accountId**, **conversationId**, and **type** (either **like** or **dislike**). The **question** is the text submitted for summarization, and **answer** is the displayed summary. Your extension can use these values to store and report on ratings. Entering the action name alone does not create a stored feedback record or report. Test the extension and its storage separately; a feedback-action failure is logged by Browser UI but is not shown to the agent as a save confirmation.

See the BUI global context API for action registration.

Step 4 — Save your changes

Save the configuration. To edit it later, open the existing connection, make the changes, and save again.