Summaries

Review AI-powered summaries so your team can quickly understand the context of any conversation, across both messaging and voice. Summaries highlight key points, tone, and outcomes without needing to scroll through every message or listen to full call recordings.

Written By Jill Berkowitz

Last updated 3 months ago

Summarizing an active conversation

When you’re in an active conversation:

  1. Click the three dots (⋯) at the top right of the conversation.

  2. Select Summarize to generate an instant AI summary of the thread.

  3. If you’d like a new version, choose Re-summarize.

You can also copy the summary to share or store it elsewhere.

Viewing summaries for voice calls

For voice-enabled phone numbers, you can also view summaries tied to call transcripts:

  1. Open the conversation and locate a completed call.

  2. Click the book icon to view the full transcript, which includes an AI-generated summary.

You can copy the transcript and scroll through the timeline for full context.

Summaries are also available in Analytics → Insights. Each related conversation includes its own summary, giving you a high-level overview of key topics, tone, and resolution trends across your workspace.