Conversation AI – Generate Conversation Summary & Transcript

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You can now automatically generate conversation summaries and full transcripts for every Conversation AI session. This provides you with instant visibility, auditability, and actionable insights derived from AI-driven conversations.

Summaries are intelligently generated 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.

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 the 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
  • It replaces the previous summary
  • It includes only messages sent after the last summary was generated
  • Both inbound and outbound messages are included.
  • Summaries and transcripts are generated only for messages that occur while the feature is enabled.
  1. Navigate to AI Agents → Conversation AI
  2. Select an existing bot or create a new one
  3. Go to the Bot Goals tab
  4. Enable Conversation Summary
  • 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 specific trigger when a summary is generated
  • Access conversation data using workflow variables:

Conversation AI → Summary

Conversation AI → Transcript

  • Generate insights
  • Extract key information
  • Update contact fields from transcripts

Append multiple summaries or transcripts over time.

  • Perform advanced CRM automations

Previously, Conversation AI lacked a centralised, contextual record of past interactions, making audits, reviews, and insight extraction challenging.

This update helps you:

  • Gain full visibility into AI conversations
  • Enable auditing of conversations
  • Identify common customer questions to improve FAQs and bots
  • Trigger CRM actions automatically based on real conversation outcomes
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