AI Summaries of Conversations

AI Dialogue Summaries: A Quick Summary of Your Correspondence with a Client

What Is It?

AI Conversation Summaries is a feature that automatically generates a brief summary of your correspondence with a customer. Instead of manually reviewing the entire message history, the manager receives a concise summary of the conversation’s key points—who the customer is, what they wanted, what issues were raised, and what was ultimately agreed upon.

Why It’s Needed

Quick context overview. If a customer contacts you again and there’s already been a long conversation with them, a new employee (or the same manager later on) doesn’t need to reread dozens of messages—a single summary is enough to grasp the gist.

Saves time when handing off conversations. When a customer’s inquiry is transferred from one manager to another, the summary helps quickly bring the new employee up to speed without losing context.

Convenience during long or multi-channel conversations. If communication with a customer has been ongoing for a long time, sporadic, or taking place across multiple channels simultaneously, a summary helps paint the full picture without the need to manually cross-reference messages.

Important: Generating summaries uses up requests from your AI package. You can purchase a request package in the “My Plan” → “Plan Settings” → “Services” section.

How to use

1. Go to the “Conversations” section and open the desired conversation with the customer.
2. Click the “Summary” button.
3. In the menu that appears, select the period for analysis:
   • a specific day;
   • a week;
   • any period (any time frame is available, but no longer than a week).
4. For a quick analysis without selecting a time period, use the “Analyze the Last 50 Messages” option.
5. If you’ve had multiple conversations with a customer across different channels, select the specific conversation for which you want a summary.

The system will then analyze the selected portion of the conversation and generate a brief summary that you can use to quickly review the conversation history or forward the conversation to another employee.