Brief

The AI Summarize feature leverages AI models to provide concise summaries of your interactions with contacts, enabling your team to quickly review key conversation details. These summaries are visible at the contact or chat level and accessible to your entire team.

Details / How to Use

1. Accessing AI Summarize:
   1. Navigate to a specific contact or chat to access the AI Summarize feature.
   2. Locate the AI Summarize button in the contact pane or chat interface.
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   3. Click Generate Summary and wait a few seconds for the summary to generate.
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   4. If you generate the summary from a contact (rather than from a chat), each summary will be specific to the inbox you choose, allowing you to track multiple conversations across different inboxes.
2. The AI Summary provides the following information:
   1. First Contacted: When the contact first engaged with your team.
   2. Last Message: Date of the most recent interaction.
   3. Average Resolution Time: the time a chat is in an Inbox before it is closed.
   4. Conversation Summary: Condensed information from recent messages.

FAQ

1. Why isn’t the summary showing for my contact? Ensure that you have the appropriate permissions and that the AI Summarize feature is enabled for your team.
2. Does the summary include private messages? No, AI Summarize only processes messages visible to the entire team. Private notes or comments are not included in the summary.
3. What happens if a contact is part of multiple inboxes? If a contact is in multiple inboxes, you will be able to select the inbox you wish to summarize (when accessing feature from contact tab). The system will generate a summary specific to that inbox’s conversation.
4. How often does the summary update? The summary is updated on demand, to generate the latest summary, click the generate/regenerate button.