Using Conversation AI to Generate Summaries and Transcripts

Generating Conversation Summaries and Transcripts

Conversation AI can automatically create summaries and transcripts after conversations become inactive. This feature helps teams quickly review interactions, capture important details for internal records, and notify relevant users without manually reading through every message. With proper configuration, you can also send these summaries or transcripts into workflows for archival or follow-up purposes.

Understanding Conversation Summaries and Transcripts

When a Conversation AI interaction remains inactive for a specified period, the system can generate two types of records:

• Conversation Summary: A condensed overview highlighting the key points and outcomes of the interaction
• Conversation Transcript: A complete record of all messages exchanged during the conversation

By default, conversation summaries are disabled. Generated summaries and transcripts are not automatically stored in the CRM unless you configure them to be sent to a workflow or email notification.

Benefits of Using Summaries and Transcripts

• Faster Review: Quickly understand conversation outcomes without reading every message
• Improved Visibility: Share key details with admins, users, or assigned team members
• Better Recordkeeping: Save conversation records for documentation and compliance
• Efficient Follow-up: Use captured details to guide next actions and responses
• Workflow Automation: Route summaries and transcripts into automated processes

Configuring Conversation Summary Settings

To enable conversation summaries:

1. Navigate to AI Agents > Conversation AI
2. Select an existing bot or create a new one
3. Open the Bot Goals tab
4. Turn on Enable Conversation Summary

Available Settings

Set Inactivity Time: Determines how long the conversation must be inactive before generating a summary. For example, if set to 15 minutes, the system waits for 15 minutes without new messages from either the contact or the bot.

Minimum Messages Required to Generate Summary: Prevents summaries from being created for very short conversations. If the total message count is below this minimum, no summary will be generated even after the inactivity period expires.

Trigger a Workflow When Summary or Transcript is Generated: Sends the generated output to a workflow for further processing, such as saving to notes or internal logs.

Receive Email Notification for Conversation Summary: Sends the summary via email to selected recipients, including options for All Admins, All Users, Contact's Assigned User, Specific Users, or a Custom Email address.

Sending Summaries and Transcripts to Workflows

To save conversation summaries or transcripts in the CRM:

1. Go to Automation > Workflows
2. Create a new workflow without a standard trigger
3. Add an action such as Add To Note
4. Insert the appropriate merge fields in the action content: Conversation AI > Summary or Conversation AI > Transcript
5. Return to the bot's Conversation Summary settings
6. Enable Trigger a workflow when summary or transcript is generated
7. Select your workflow from the dropdown

Email Notification Setup

To receive conversation summaries by email:

1. In the bot's Conversation Summary settings, turn on Receive email notification for conversation summary
2. Select one or more recipient options: All Admins, All Users, Contact's Assigned User, Specific Users, or Custom Email
3. Save your bot settings