What’s New
You can now automatically generate conversation summaries and full transcripts for every Conversation AI session - giving you instant visibility, audit-ability, and actionable insights from AI-driven conversations.
Summaries are generated intelligently based on inactivity, bot sleep events, or session boundaries, and can be saved to contact records, trigger workflows, or sent via email - no manual effort required.
This update introduces a unified, session-based conversation log with powerful automation hooks to drive CRM actions, insights, and follow-ups.
How It Works
Conversation summaries and transcripts are generated per session and always reflect the latest session only.
A summary is created when:
- The configured inactivity time expires (no messages from user or bot), or
- The bot is put to sleep due to:
- Maximum message limit reached
- Workflow-based bot sleep
- Stop Bot condition
- Human handover
- Manual or workflow message sent
Each new summary:
- Replaces the previous summary
- Includes only messages sent after the last summary was generated
- Both inbound and all outbound messages are included.
- Summaries and transcripts are generated only for messages that occur while the feature is enabled.
How to Configure
- Navigate to AI Agents → Conversation AI
- Select an existing bot or create a new one
- Go to the Bot Goals tab
- Enable Conversation Summary
Optional Settings
- Set an Inactivity Time (e.g., 15 minutes)
- Define a Minimum Message Count required to generate a summary
- Automatically save the summary to a contact field (previous summary is replaced)
- Trigger a workflow instantly when a summary is generated
- Configure email notifications for one or more recipients: All admins , All users , Contact’s assigned user, Specific users, Custom email addresses
Workflow & Automation Power
- Trigger workflows without a trigger when a summary is generated
- Access conversation data using workflow variables:
Conversation AI → Summary
Conversation AI → Transcript
Use GPT actions to:
- Generate insights
- Extract key information
- Update contact fields from transcripts
A- ppend multiple summaries or transcripts over time
- Perform advanced CRM automations
Why It Matters
Previously, Conversation AI lacked a centralised, contextual record of past interactions making audits, reviews, and insight extraction difficult.
This update helps you:
- Gain full visibility into AI conversations
- Enable auditing the conversation
- Identify common customer questions to improve FAQs and bots
- Trigger CRM actions automatically based on real conversation outcomes