AI automatically summarizes the conversation when a chat or phone call is ended or snoozed. This helps reduce post-chat processing time, allowing you to quickly understand key points and manage conversation history more efficiently.
You can enable the chat summary feature and configure the summary format by going to:
[AI] - [AI Add-Ons] - [Chat summary]
1. Chat summary
This setting automatically summarizes the conversation when a chat or phone call ends. Toggle it ON to activate the chat summary feature.
2. Apply on snooze
You can also set the summary to apply when a chat is snoozed, not just when it's ended.
3. Features
You can choose whether the summary feature operates when ending chats via workflows or bulk actions.
Workflow: The conversation will be summarized when it ends through a workflow action.
Bulk Action: The conversation will be summarized even when multiple chats are ended at once using bulk actions.
4. Summary Format
You can set the summary to follow a specific format. Please provide your desired summary format guide.
If no format is set, the conversation will be summarized according to the default format.
Example) Summarize the customer's inquiry in one sentence and list the manager's responses in bullet points.
Inquiry:
[Summarized inquiry]
Response:
[Response 1]
[Response 2]
Even if AI conversation summary is not enabled, phone conversations will still be automatically summarized when a call ends.However, if the conversation summary feature is manually turned off, future calls will no longer be summarized.
When you click the End Chat or Snooze button in the inbox, the chat tags screen will appear.
Once tags are set and the chat is ended or snoozed, the conversation summary will be saved as an internal message in the chat.