AI tool · Conversation summary
Every chat closes with a clean record
The moment an agent closes a chat, our AI reads the whole transcript and writes a 2-3 sentence summary, notes how it resolved, and tags the topics. Stored permanently on the conversation.
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How it works
1
Agent closes the chat
Or it gets auto-closed by inactivity (when configured).
2
The AI reads the transcript
All visitor + agent messages — internal notes excluded.
3
Three outputs
Summary (2-3 sentences), Resolution (one line), and 3-5 topic tags.
4
Saved to the conversation
Visible at the top of the closed conversation view, searchable for future reference.
When to use it
- Reporting — "how many billing chats this week"
- Customer history — quick view of "what we last talked about with Acme Corp"
- Quality review — manager skims summaries instead of full transcripts
- Knowledge gap analysis — when the same tags keep appearing, you know what KB article to write
Limitations & honesty
- • Truncates very long transcripts (above 6 000 chars) — start may be summarized lossily
- • Resolution detection isn't infallible — "resolved" really means "AI thinks it was resolved"
- • Tags are AI-generated keywords, not a controlled vocabulary
- • Summary is generated once on close — does not update if a closed conversation reopens
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