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When a conversation reaches an agent, whether through a transfer, a queue, or an assignment, the agent needs to know quickly what the customer asked for and what has been done so far. The AI conversation summary reads the most recent messages in the conversation and summarizes them in seconds, so the agent can continue without reading the whole history.

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What does the summary include?

The summary is organized into four sections:
  • Contact reason: why the customer reached out.
  • Previous actions: what has already happened in the conversation, such as interactions with the bot, transfers, and agents who handled the case.
  • Case status: where the conversation currently stands.
  • Relevant client information: specific details the customer mentioned, such as order or ID numbers. If there are none, it says so.
The summary is generated in the language set by the user (Spanish, English, or Portuguese).

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Enable the summary

The feature is disabled by default and is enabled for the whole company.
1

Open Advanced settings

Go to Settings > Advanced settings in the side menu.
2

Check the option

Check the AI Conversation Summary option.
3

Save your changes

Click Save.
Advanced settings section with the AI Conversation Summary option checked and highlighted, and the Settings side menu with Advanced settings selected
You can also turn it on or off from the settings of the Transfer to agent node in the flow builder. Both options change the same company-wide setting.

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Generate a summary

1

Open the conversation

In the Inbox, open the conversation.
2

Go to the CRM tab

In the right panel, go to the CRM tab.
3

Generate the summary

On the Customer Summary card, click Generate.
CRM tab in the Inbox right panel showing the Customer Summary card and the Generate button
Within a few seconds you’ll see the summary with its four sections and the time it was generated.

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Regenerate or clear the summary

Customer Summary card with the generated summary in its four sections, the time it was generated, and the Clear and Regenerate buttons
  • Regenerate: creates a new summary from the most recent messages. Use it if the conversation has moved on since the previous summary.
  • Clear (eraser icon): removes the summary from the card.

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Considerations

  • The summary analyzes the last 50 messages in the conversation, including system events such as assignments and transfers.
  • The summary is only generated when the agent requests it; it isn’t created automatically.
  • The summary isn’t saved: if you switch tabs or reload the page, you’ll need to generate it again.
  • Each generated or regenerated summary consumes AI credits. If the account has no credits available, the card shows the notice “No credits to generate summaries”. You can see the consumption in the usage section as “Conversation summary”.
  • Audio, video, stickers, and contacts aren’t taken into account. Images are only considered if they have a caption.
  • Agents’ internal notes aren’t part of the summary.
  • The feature isn’t available for archived conversations.
  • Available on Enterprise and Self-Service plans.
The summary is a quick context guide. For important decisions, review the original messages in the conversation.