In the Conversation AI Bot settings there is an option to generate a summary and/or transcript of the conversation.

Conversation Summary


  1. Navigate to AI Agents > Conversation AI and select an existing bot or create a new one.

  2. On the Bot Goals tab, click the toggle for Enable Conversation Summary.


By default, no summary will be generated for the conversation. The toggle has to be switched on to generate a summary. The messages sent or received before enabling the summary wont be considered 

Also, by default, the summary will be saved in a custom field and notes section 



Conversation summaries and transcripts are generated per session and always reflect the latest session only. 

Each new summary replaces the previous one and includes only messages sent after the last summary was generated. 

Both inbound and all outbound messages are considered for summary and transcript generation. 

Summaries and transcripts are generated only for messages that occur while the feature is enabled. Messages sent while the feature is turned off are not included.




Conversation Summary Settings

  • Inactivity Time

    • Set the minimum inactivity duration required to generate a conversation summary.

    • If no messages are sent by the user or bot during this period, a summary is automatically generated.

    • Example: If inactivity time is set to 15 minutes, and there are no messages for 15 minutes, the summary will be created.

  • Instant Summary on Bot Sleep
    A summary is generated immediately when the bot is put to sleep due to any of the following:

    • Maximum message limit reached

    • Bot put to sleep via workflow action

    • Stop Bot condition triggered

    • Human handover

    • Manual message or workflow message sent

  • Minimum messages required to generate summary - If the conversation has fewer total messages than this minimum a summary will not be generated even when the inactivity time expires.

  • save summary to a contact field : 

    • Automatically save the generated summary to a selected contact field.

    • Each new summary replaces the previous one in the contact field.

  • Trigger a workflow

    • Instantly trigger a workflow when a conversation summary is generated.

    • This enables CRM or automation actions based on the conversation outcome.

  • How to Configure

    1. Go to Automation → Workflows.

    2. Create a workflow without a trigger.

    3. Add any action you need (e.g., create a task, update a contact, notify a user).

  • Accessing Summary & Transcript Data

    • Use workflow variables:

      • Conversation AI → Summary

      • Conversation AI → Transcript

  • Power Tips

    • Use GPT actions inside workflows to:

      • Generate insights

      • Extract key information

      • Update contact fields from transcript 

      • Perform advanced CRM actions

    • You can also append multiple summaries and transcripts over time using GPT actions.





  • Receive email notification for conversation summary - Select none, one, or many recipients (all admins, all users, contact's assigned user, specific users, custom email).

Important Notes & Behaviour

  1. Summaries and transcripts are generated per conversation session.

  2. Each new session replaces data from the previous session.

  3. All messages are included for summary and transcript generation:

    • Inbound messages

    • All types of outbound messages

  4. When a new summary is generated, it only includes messages sent or received after the last message used for the previous summary.

  5. Summaries and transcripts are generated only for messages sent after the feature is enabled.

    • If the feature is turned off, messages during that time are ignored.

    • When re-enabled, summary generation resumes only for new messages.