Who This Is For / When to Use
Use this feature if you want automated records of AI-driven conversations for auditing, follow-ups, CRM enrichment, or workflow automation triggered by real conversation outcomes.
What’s New
Conversation AI now supports automatic conversation summaries and transcripts for every Conversation AI session.
This update provides:
Automatic, session-based summaries and transcripts.
Centralized visibility into AI conversations.
Automation hooks for workflows, CRM updates, and notifications.
A unified conversation record for auditing and insights.
Summaries and transcripts can be saved to contact records, trigger workflows, or be delivered via email.
How Conversation Summaries & Transcripts Work
Conversation summaries and transcripts are generated per session.
Summary Generation Triggers
A summary is generated when either condition is met:
The configured inactivity time expires (no messages from the contact or the bot).
The bot enters a sleep state due to:
Maximum message limit reached
Workflow-based bot sleep
Stop Bot condition
Human handover
Manual or workflow-triggered message
Summary Behavior
Each new summary replaces the previous summary.
Only messages since the last generated summary are included.
Both inbound and outbound messages are included.
Only messages sent while Conversation Summary is enabled are processed.
How to Configure Conversation Summary
Navigate to AI Agents → Conversation AI.
Select an existing bot or create a new one.
Open the Bot Goals tab.
Enable Conversation Summary.
Configuration Options
Each option below works independently and can be enabled or disabled as needed.
Inactivity Time
Defines how long the system waits with no activity before generating a summary.
Example: 15 minutes.
Minimum Message Count
Sets the minimum number of messages required before a summary can be generated.
Prevents short or incomplete conversations from creating summaries.
Save to Contact Field
Automatically saves the summary to a selected contact custom field.
Each new summary overwrites the previous value.
Trigger Workflow on Generation
Instantly triggers a workflow when a summary or transcript is created.
No additional workflow trigger is required.
Email Notifications
Sends summary notifications by email.
Supported recipients:
All admins
All users
Contact’s assigned user
Specific users
Custom email addresses
Using Summaries & Transcripts in Workflows
Conversation summaries and transcripts can be accessed inside workflows using built-in variables.
Available Workflow Variables
Conversation AI → Summary
Conversation AI → Transcript
Example Workflow Actions
Generate insights from conversations.
Extract structured data from transcripts.
Update contact fields automatically.
Append multiple summaries over time.
Trigger follow-up tasks or CRM actions.
Why This Matters
Previously, Conversation AI lacked a centralized, session-aware record of past conversations.
This update enables:
Full visibility into AI-driven conversations.
Reliable auditing and review of interactions.
Insight discovery from real customer conversations.
Automated CRM and workflow actions based on actual outcomes.
Conversation AI summaries and transcripts turn conversations into structured, actionable data automatically.
FAQ
When is a conversation summary generated?
A summary is generated when the inactivity timer expires or when the bot enters a sleep state due to limits, workflows, handovers, or manual actions.
Does each summary include the full conversation history?
No. Each summary includes only messages sent after the previous summary was generated.
Are transcripts generated automatically?
Yes. Transcripts are generated alongside summaries and are available for workflow automation and analysis.
Can summaries overwrite previous data?
Yes. Each new summary replaces the previous summary when saved to a contact field.
Do workflows need a trigger to run?
No. Workflows can be triggered automatically when a summary or transcript is generated.
Are conversations tracked if the feature is disabled?
No. Only messages sent while Conversation Summary is enabled are included in summaries and transcripts.