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When a conversation ends, the agent writes a short summary. Conversation summary sends it on. You’ll find this on the agent under Teach → Workflows, on the Actions tab, in the After the conversation group.

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Turn it on

Turn the Conversation summary card On, and click Configure. The panel has two steps: Delivery and Fields.

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Step 1: Delivery

Under Where it goes, you add the places the summary should go.
  1. Choose How to send it: Email or SMS.
  2. Write the address or number under Send it to.
  3. Under Which conversations, choose what the destination should get. Every conversation is the default.
  4. Click the button to add it.
You can have several destinations at once. The agent sends the same summary to each of them. Common setups:

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Sort the conversations

By default, every destination gets every conversation. To split them up, write your categories under Sort the conversations, for example New booking, Support, and Finance. Click the button to add each one. Then, under Which conversations, each destination can be limited to the ones it needs. The agent decides which category a conversation belongs to, based on what was said.

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Step 2: Fields

The agent always writes a summary. Under What the summary carries, you can add fields for anything else you want pulled from the conversation. For example Next action, Agreed price, or Requested date. Keep the number low. Three to five fields is enough for most teams. Click Done when you’re happy with it.

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What a summary looks like

Conversation with: Anna Berg, 22 33 44 55 Duration: 3 min 12 sec Anna called to get a quote for the cleaning package. She lives in a flat of about 110 m². She’d like a written quote sent to anna@example.com. Next action: A colleague will send a quote before tomorrow.

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What to check

Check that the card is set to On, that at least one destination is listed under Where it goes, and that you’ve clicked Publish.
Add a field under What the summary carries. For example “Whether the user wants to book, and when”.
Create categories under Sort the conversations, and choose them on each destination under Which conversations.
Ask your IT to allow the sender address. It’s in the first email you receive.

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Send it to your own system

The summary goes to email and SMS. If it needs to land in your CRM or another system, use Send to your system after the conversation in the After the conversation group on the same page instead. That sends the conversation on as a call to your own system.

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During the conversation instead

If the user needs something in writing while you’re still talking, use Send an SMS or Send an email in the During the conversation group on the same page. These go to the user, not to you.

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Next steps