AIAI Actions
Summarize
Summarize conversation threads into key points
The Summarize action reads recent messages in a conversation thread and generates a concise summary, helping operators quickly catch up on long conversations. The summary is written for the operator, not the customer.
How to Use
- Open AI Actions → Summarize
- The AI reads recent messages in the conversation
- A concise summary is generated covering the customer's issue, current status, and pending actions
Message Count
Configure how many messages to include in the summary via the AI Preferences bar:
| Option |
|---|
| Auto |
| 10 messages |
| 20 messages |
| 30 messages |
| 50 messages |
| 75 messages |
| 100 messages |
When set to Auto, the system uses the organisation's inbox settings with a minimum of 10 messages.
Context Included
- Chat history — Recent messages labeled as customer or operator (system messages excluded)
- Contact profile — Customer profile fields are always included for context
Empty Conversation
If the chat has no messages:
- With contact profile — The AI summarizes whatever profile context exists
- Without contact profile — Returns a "no context" error
Use Cases
- Quickly catch up on a long conversation
- Get a brief overview before replying to a transferred chat
- Summarize key points discussed with a contact