AI Add-Ons

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]

• 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.

It supports natural message writing, such as refining sentences and correcting spelling, considering the context of the conversation. You can directly instruct it by entering prompts, and it generates more accurate answers by referring to document references and attached images/PDFs.

You can activate AI Writer mode using the three methods below.

1. Click the AI Writer button: Click the AI Writer button located at the bottom right of the input field.

2. Use keyboard shortcuts: Press Spacebar in an empty input field of the Inbox or Team Chat, or use the shortcut cmd + J (Mac) / Ctrl + J (Windows).

3. Drag and click the button: Drag a sentence in the input field, then click the AI Writer button that appears directly above it.

• Enter Instructions: Enter your desired instructions in the AI Writer mode's prompt window, then click the "Write" button or press Enter.

• Stop Generation: While the AI is generating a response, you can click the "Stop" button to halt the generation and revert to the previous state.

• Exit Mode: To return to the basic input field from AI Writer mode, press the cmd + J (Mac) / Ctrl + J (Windows) shortcut again, or press ESC key.

• Manage Revision History: Use the Undo (Ctrl/Cmd+Z) and Redo (Ctrl/Cmd+Shift+Z) functions to easily switch between before and after revisions.