Summarize Conversation With AI Summaries

Use AI Summaries to create a structured, thorough summarization of text Contacts within a Conversation with one click. AI Summaries make it easy to catch up on ongoing Conversations or generate a summary of your interaction with a Customer before moving on to the next one. This helps other Agents easily understand the Conversation’s context and history.

AI Summaries overview

AI Summaries feature can summarize a Conversation as long as it’s in Waiting or Open status.

• [A] Reason for Customer Contact – Captures the primary subject of the Conversation.

• [B] Summary of the Conversation – Recaps key Conversation points.

• [C] Summary Timespan – Indicates the communication period used to summarize the Conversation. Click Jump to the beginning to go to the exact starting point of the Conversation used in the summary in the Conversation Timeline.

  • Note – Jump to the beginning link is not available for Conversations summarized through Notes

If a summary is missing or needed for a recently closed Conversation, it must first be reopened before a summary can be generated.

Summarize a Conversation

There are two ways to ask AI Summaries to summarize a Conversation:

• From the Plus Menu ().

• From Notes.

The difference between the two is that Notes allows you to edit the summary generated. On the other hand, the summary generated by going to  and selecting Summarize Conversation is faster to generate with fewer steps, but it cannot be edited. However, you can rate the accuracy of the summary to help the feature improve.

Summarize a Conversation throughout the life of a Conversation

Use the AI Summaries feature to summarize long Conversations with lots of details before closing them if enough information is available. Summarizing the Conversation will make understanding what has happened so far more manageable. It is even possible to run a summary of an initial message, provided that there is enough context to help you better understand the initial issue.

Compliance Administrators can delete summaries

If the generated summary contains sensitive Customer information or is inaccurate, you can generate a new one. Alternatively, you can ask a Compliance Administrator to delete the summary before creating a new one.

From the Plus Menu

Click  from the open Conversation, then select Summarize Conversation. A summary of the Conversation will appear on the Conversation Timeline.

• The Summarize Conversation option is only clickable if the Conversation is open.

• The summary cannot be edited.

• Keep in mind that the summary may not always be entirely accurate. If you disagree with it, create a Note to enter a precise summary of the Conversation.

Click the thumbs up/down to rate the summary’s accuracy. Be sure to provide a rating once the summary is provided, as the rating option disappears after three minutes.

From Notes

Click  from the open Conversation, then select Notes. From the Notes Composer, click the Summarize Conversation icon.

Review the summary and edit as needed to add more details, then click Add to save the Note in the Conversation Timeline.

Nuances to consider when summarizing a Conversation

Summarize text-based Contacts

• AI Summaries can only summarize text-based messages in a Conversation. It cannot summarize content inside images or Voice Contacts (e.g., phone calls).

  • Tip – Use Voice Summaries to review a text-based summary of phone calls.

• The minimum requirement to generate a summary is three text-based Contacts in the Conversation, and at least one must have originated from the customer.

Conversation Reopen Window

AI Summaries will analyze the entire Conversation when a Conversation is closed and reopened within the Conversation Reopen Window. However, if the Customer reaches out again about the same Conversation after the reopen window has passed, AI Summaries will only consider the currently open Conversation. Remember that summarizing a Conversation without sufficient context will result in the “not enough content” error.

Possible errors when using AI Summaries

While rare, a few errors may occur when using AI Summaries.