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AI Summary

There are frequent conversation handovers between human agents or from an AI Agent to a human agent. The receiving agent needs enough context to continue helping the customer. AI Summary extracts a structured summary from the conversation so the agent can review it quickly.

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Summary during conversation handover

Use summaries for human-to-human and AI-to-human handovers.

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Manual summary

When a conversation is handed over, the receiving agent will see the [AI Summary] button next to the system handover log. If you need AI to summarize the current conversation content, you can manually click this button to trigger AI Summary.
Inbox conversation with the AI summary button highlighted and phone numbers softly blurred

Select AI summary below the conversation to generate a handover summary.

You can click the [AI summary] button to regenerate, or click the [Noted] button to collapse the summary.
Expanded AI-generated conversation summary with Save and Cancel controls and phone numbers softly blurred

Review and save the generated conversation summary.

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Automatic summary

Open Inbox settings using the gear at the top of the left sidebar, then select AI Copilot.
Full Inbox with the settings gear at the top of the conversation sidebar.

Open Inbox settings using the gear at the top of the left sidebar.

Turn on Auto-summarize conversations upon transfer to automatically summarize conversations transferred to you.
Personal settings AI Copilot page with automatic transfer summaries switched off.

Open AI Copilot and use Auto-summarize conversations upon transfer.

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Summary at the end of a conversation

This is mainly for supervisors viewing conversation summaries.

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Manual summary

At the end of a conversation, manually click the [AI summary] button in the conversation that needs to be summarized to trigger AI Summary.
Full Inbox showing AI summary below a closed demo conversation.

Select AI summary below the closed conversation to generate a summary.

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Automatic summary

In Settings at the lower left of the page, find the Inbox AI Copilot menu and turn on automatic summary when a conversation is closed. This setting takes effect globally. Once enabled, all conversations in Inbox will automatically generate an AI Summary when closed.
Full Settings Inbox AI Copilot page with automatic closure summaries switched off.

Find Auto-summarize conversations upon closure under Settings > Inbox > AI Copilot.

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Notes

  1. Insufficient AI Credits may cause summary generation to fail, so please monitor your balance;
  2. AI Summary automatically determines your business scenario and generates either a pre-sales summary or an after-sales summary based on the conversation content.