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.

Also, by default, the summary will not be saved anywhere. The summary needs to be sent somewhere and/or saved in a separate action to be retained.




Conversation Summary Settings

  • Set inactivity time - For example, 15 minutes with no messages from user or bot. This is an additional way to put this bot to sleep (on top of the Bot Settings > Max Messages, or Conversations > switch bot to inactive, Bot Goals > Stop Bot, etc). Conversation AI - Bot Inactive (Sleep) Conditions

  • 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.

  • Trigger a workflow - Select workflow from dropdown. This is required if you want to save the summary in the CRM and this workflow must be triggered from the Conversation AI.

    1. In Automation -> Workflows create a workflow without a trigger.

    2. Add an action (ex: Update Contact Field).

    3. Add merge fields like Conversation AI-> Summary and Conversation AI -> Transcript

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