In the Conversation AI Bot settings there is an option to generate a summary and/or transcript of the conversation.
Conversation Summary
Navigate to AI Agents Conversation AI and select an existing bot or create a new one.
On the Bot Goals tab, click the toggle for Enable Conversation Summary.
Conversation Summary Settings
Inactivity Time
Set the minimum inactivity duration required to generate a conversation summary.
If no messages are sent by the user or bot during this period, a summary is automatically generated.
Example: If inactivity time is set to 15 minutes, and there are no messages for 15 minutes, the summary will be created.
Instant Summary on Bot Sleep
A summary is generated immediately when the bot is put to sleep due to any of the following:
Maximum message limit reached
Bot put to sleep via workflow action
Stop Bot condition triggered
Human handover
Manual message or workflow message sent
Minimum messages required to generate summary If the conversation has fewer total messages than this minimum a summary will not be generated even when the inactivity time expires.
save summary to a contact field :
Automatically save the generated summary to a selected contact field.
Each new summary replaces the previous one in the contact field.
Trigger a workflow
Instantly trigger a workflow when a conversation summary is generated.
This enables CRM or automation actions based on the conversation outcome.
How to Configure
Go to Automation → Workflows.
Create a workflow without a trigger.
Add any action you need (e.g., create a task, update a contact, notify a user).
Accessing Summary & Transcript Data
Use workflow variables:
Power Tips
Use GPT actions inside workflows to:
Generate insights
Extract key information
Update contact fields from transcript
Perform advanced CRM actions
You can also append multiple summaries and transcripts over time using GPT actions.
Receive email notification for conversation summarySelect none, one, or many recipients (all admins, all users, contact's assigned user, specific users, custom email).
Important Notes & Behaviour
Summaries and transcripts are generated per conversation session.
Each new session replaces data from the previous session.
All messages are included for summary and transcript generation:
Inbound messages
All types of outbound messages
When a new summary is generated, it only includes messages sent or received after the last message used for the previous summary.
Summaries and transcripts are generated only for messages sent after the feature is enabled.
If the feature is turned off, messages during that time are ignored.
When re-enabled, summary generation resumes only for new messages.