We’ve introduced AI Summaries to help your team quickly understand customer conversations and record activity without reading lengthy chat histories. AI automatically generates concise summaries that highlight the most important information, helping sales and support teams save time, respond faster, and stay informed. You can also customize how summaries are generated and control who can view or generate them through permissions.

🆕 What’s New

AI-Powered Conversation Summaries

Generate concise AI summaries for conversations and CRM records, allowing your team to quickly understand customer interactions without reviewing the entire conversation history.

Customizable Summary Behaviour

Configure how AI generates summaries by choosing the preferred length, format, tone, and custom instructions to match your organization’s communication style.

Permission-Based AI Access

Control which users can view AI summaries and which users can generate or regenerate them using dedicated profile permissions.

Organization-Wide AI Configuration

Set default AI behaviour across your organization so every generated summary follows the same style and format for a consistent experience.

🤖 AI Summary Features

• AI Conversation Summary – generates concise summaries of customer conversations and CRM records.
• Summary Behaviour Settings – customize summary length (Short, Medium, Detailed), format (Bullets or Paragraphs), tone (Professional or Casual), and custom AI instructions.
• Permission Management – control AI Summary View and AI Summary Manage permissions for different user roles.
• AI Credit Support – generate summaries using your available AI credits with full control over AI usage.

⚡ Key Advantages

• Understand conversations instantly without reading lengthy histories.
• Save time with AI-generated summaries.
• Improve agent productivity and response times.
• Maintain consistent summaries across your organization.
• Control AI access through role-based permissions.
• Customize summaries to fit your business communication style.

📌 Use Case

When a customer has a long conversation spanning multiple messages or interactions, support and sales teams can generate an AI Summary to instantly view the key discussion points, customer concerns, and previous actions. Instead of reviewing the entire conversation history, agents can quickly understand the context and provide faster, more informed responses while maintaining a consistent customer experience.

Start using AI Summaries today to help your team understand conversations faster, improve response quality, and deliver smarter customer interactions with AI-powered insights.

For more details on enabling and using this feature, visit our Help Center or contact our support team.