When you’re managing customer conversations at scale, clarity is everything. Whether you’re tracking leads, handling support, or qualifying prospects, having an automatic summary of each interaction saves time, reduces manual work, and keeps your CRM organized.
This guide will walk you through how to enable and configure automatic conversation summaries and transcripts inside your AI Bot settings, so every interaction is documented, actionable, and easy to review.
How to Enable Conversation Summary #
By default, conversation summaries are turned off, so you must manually enable the feature. To turn it on, navigate to AI Agents from the dashboard and select Conversation AI. Next, open an existing bot or create a new one.
Now, switch to the Bot Goals tab and toggle Enable Conversation Summary to the ON position.
Note: Summaries will not be generated unless the toggle is enabled, and only the messages exchanged while the feature is active are considered.
Once enabled, you can fine-tune how and when summaries are created.
Inactivity Time #
Set how long the conversation must be inactive before a summary is generated. For example, if set to 15 minutes, and no messages are sent for 15 minutes, a summary is automatically created.
This helps capture natural conversation endings.
Minimum Messages Required #
If the total message count in a conversation is below your defined minimum, no summary will be generated, even if the inactivity time expires.
This prevents unnecessary summaries for very short interactions.
Additional Settings #
- Trigger a Workflow When a Summary or Transcript is Generated: This allows you to create tasks, update contact information, notify team members, move opportunities in pipelines, and launch follow-up campaigns.
- Save to custom field: You can choose to automatically store the generated summary in a selected contact field. Each new summary replaces the previous one in that field, keeping contact records clean and up to date.
- Receive Email Notifications for Conversation Summary: You can configure who receives an email notification when a summary is generated. Options include None, All admins, All users, Contact’s assigned user, Specific users, and Custom email addresses. This ensures the right people stay informed.
Note: The workflow you selected should not have any triggers—only the actions you need (task creation, contact updates, notifications, etc.).
Accessing Summary & Transcript Data in Workflows #
Inside workflows, you can use these variables:
- Conversation AI Summary
- Conversation AI Transcript
These allow you to dynamically reference conversation data in automation steps.
Conversation summaries and transcripts turn every interaction into structured, actionable data. Instead of digging through chat logs, you get clear documentation, automated follow-ups, and intelligent CRM updates—all happening in the background.
Important Notes #
- Summaries are session-based.
- Each new session replaces previous summary data.
- Summaries and transcripts are generated per session and always reflect the most recent conversation.
- All inbound and outbound messages are included (while enabled).
- Messages sent while the feature is OFF are ignored.
- Re-enabling resumes tracking from that point forward.
Frequently Asked Questions #
Are conversation summaries on by default? #
No. Summaries are turned off by default, so you must manually enable Enable Conversation Summary in the Bot Goals tab.
What triggers a summary to be generated? #
A summary is generated after the conversation has been inactive for your configured Inactivity Time, provided the conversation meets the Minimum Messages Required.
Why didn’t a short conversation get a summary? #
If the total message count is below your defined minimum, no summary is generated even after the inactivity time expires—this prevents summaries for very short interactions.
Can I store the summary on the contact record? #
Yes. Use the Save to custom field option to store the summary in a selected contact field; each new summary replaces the previous one.
How do I use summary and transcript data in automations? #
Inside workflows you can reference the Conversation AI Summary and Conversation AI Transcript variables to dynamically use conversation data in your steps.
Should the triggered workflow have its own trigger? #
No. The workflow you select should contain only the actions you need (such as task creation, contact updates, or notifications) and no triggers of its own.
