AI Summarize automatically generates a concise overview of long customer conversations, so agents don’t need to scroll through multiple messages to understand the context. It highlights key details, customer sentiment, and suggested next steps, enabling faster and more effective resolution.
When AI Summarize Appears
AI Summarize will automatically appear in the chat window when certain conditions are met.
Trigger Conditions
AI Summarize is shown if either of the following is true:
Customer messages contain at least 500 characters (configurable), OR
There are at least 5 customer messages (configurable).
There is no agent reply after the ticket assigned.
Trigger Scenarios
AI Summarize is automatically generated during:
Chatbot → Agent transfer
Agent → Agent transfer
What the Summary Includes
Each AI-generated summary contains:
Ticket Summary – a brief recap of the customer’s issue.
Customer Sentiment – tone of the conversation (e.g., frustrated, neutral, satisfied).
Action Items – clear next steps for the agent.
Usage & Controls
You can generate a summary up to 3 times per conversation.
You can copy the summarized text for notes or external tools.
You can upvote or downvote a summary to provide feedback on quality.
You can discard a summary if it’s not useful.
You can save a summary to keep it attached to the ticket for reference.
Summary Scope
The generated summary covers the entire conversation from the start of the session, giving agents a complete overview of customer concerns.
Benefits
Saves time by removing the need to read through lengthy message threads.
Improves accuracy and consistency when tickets are transferred.
Captures customer sentiment for better prioritization.
Helps agents stay aligned with actionable next steps.
FAQs
Q. Can I customize the character or message limit for triggering AI Summarize?
Yes. Both the 500-character and 5-message thresholds are configurable.
Q. How many times can I generate a summary in one conversation?
You can generate a summary up to 3 times per conversation.
Q. What happens if I save a summary?
Saved summaries are attached to the ticket and remain available for reference.
Q. Can I provide feedback on the quality of summaries?
Yes. You can upvote or downvote a summary to help improve AI performance over time.
Q. What if the summary is not accurate or useful?
You can discard the summary and regenerate (up to the allowed limit).
Q. Does AI Summarize cover only the latest messages or the whole chat?
AI Summarize always covers the entire conversation from the beginning of the session.
For further assistance or to raise feature requests related to AI Summarize, please contact [email protected].