Chat summary gives you a quick overview of a customer conversation without having to read the entire chat history. It appears directly in the chat feed, helping teammates save time during transfers, audits, and follow-ups.
All chat summaries are created in the language that is dominant in the agents' messages.
By highlighting the most critical points, the Chat summary helps teammates stay focused, share context easily, and deliver more consistent support. Whether you're reviewing past chats, handing off active chat, or picking up where a previous conversation left off, summaries make it easier to work faster, stay aligned, and deliver consistent customer experiences.
Chat summary in archived chats
In archived chats, the summary appears at the top of the conversation as an internal Copilot note, giving you a clear case overview at a glance without scrolling through the whole chat history.
Automatic chat summary
An automatic summary is created when a chat is closed and shown as an internal Copilot note. Once created, the summary cannot be edited or regenerated, ensuring a consistent and reliable record of the conversation.
If a chat contains no customer messages, an automatic chat summary will not be generated. Use a manual chat summary in these cases.
Manual chat summary
If an automatic summary isn't available, you can create a manual summary using the Summarize chat button in the chat header to capture key context. This gives you a reliable way to capture key details whenever they're needed.
Chat summary in active chats
Chat summary in active chat lets you quickly capture and share the key context of an ongoing conversation, making handoffs between teammates fast and seamless.
You can create a summary at any time using the Summarize chat button in the chat header. The summary appears in the chat feed as a Copilot note and reflects the conversation so far.
If needed, you can create a new summary, but existing ones can't be edited.
When a chat is archived, its manual summary is automatically removed, leaving only final outcomes in the Archive.
Previous thread summary
Previous thread summary helps you quickly understand the context of an earlier conversation with a customer, so you can pick up where things left off without reviewing past threads.
When a customer has a previously summarised conversation, the summary appears at the start of the new chat as a Copilot note in the chat feed, giving you instant context from the previous thread.
The Chat summary feature is available on the Growth and Enterprise plans.
Questions?
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