> ## Documentation Index
> Fetch the complete documentation index at: https://help.verbu.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Send call summary

> Get a short summary of every call sent to email, Slack, SMS, or your CRM — with smart routing by topic.

After every conversation, the agent writes a short summary of what was said. **Send call summary** forwards that summary to the places you want it.

You'll find this under **Actions** on your agent — the card is called **Conversation summary**.

## Where do you want the summary sent?

You can have several destinations at once. For each one you pick:

* **Name** — so you can recognise it. e.g. "Sales team email".
* **Send via** — Email, SMS, Slack, or an integration.
* **Recipients** — email addresses, phone numbers, or Slack channels.

Common setups:

| What you want                                       | How                               |
| --------------------------------------------------- | --------------------------------- |
| A colleague should follow up                        | Email to that colleague's address |
| The whole team should know                          | Slack to a shared channel         |
| A manager wants to be alerted about important calls | SMS to the manager's number       |
| Leads should go into the CRM                        | Integration to your CRM           |

## Smart routing — send different calls to different places

By default every destination gets every call. With **Smart routing** you can route by topic.

1. Add categories under **Smart routing** — e.g. **Sales**, **Support**, **Finance**, or your own.
2. On each destination, pick **Send when** and choose which categories it should receive.
3. Leave "Send when" empty and the destination gets everything.

Example:

* **Sales team email** receives: Sales
* **Support Slack** receives: Support
* **Manager's SMS** receives: everything (empty = all)

Verbu decides which category a call belongs to based on the conversation.

## Custom content in the summary

By default the agent writes a natural summary. You can adjust it two ways:

<AccordionGroup>
  <Accordion title="Custom instructions for the summary">
    Turn on **Add custom instructions**. Write what the summary should focus on:

    > Highlight commitments and next steps. Mention pricing if it was discussed. Always note whether the caller sounded happy or unhappy.

    Use it when the default summary misses something specific to your business.
  </Accordion>

  <Accordion title="Advanced — custom format with extra fields">
    If you need a fixed format — e.g. because it goes into a CRM with specific fields — you can customise what's extracted.

    Under **Advanced** you can add fields like **Next action**, **Agreed price**, **Customer mood**, and so on. The fields then appear in the summary and can be used in your destinations.

    Keep the field count low. Three to five fields is plenty for most teams.
  </Accordion>
</AccordionGroup>

## What a summary looks like

A typical email might look like this:

> **Call from:** Anna Berg, 22 33 44 55
> **Duration:** 3 min 12 sec
> **Topic:** Quote for cleaning package
>
> Anna called to get a quote for our cleaning package. She lives in a flat of about 110 m². She'd like a written quote sent to [anna@example.com](mailto:anna@example.com). She mentioned she's been cleaning herself but has gotten busy with work.
>
> **Next step:** A colleague will send a quote by tomorrow.

## When something isn't right

<AccordionGroup>
  <Accordion title="We don't get any summaries">
    Check that **Send call summary** is on and that you have at least one destination. Check addresses and numbers for typos.
  </Accordion>

  <Accordion title="The summary misses important details">
    Write what you want in **Custom instructions**. e.g. "Always note whether the caller wants to book a time and when."
  </Accordion>

  <Accordion title="Every destination gets everything — including what it shouldn't">
    Turn on **Smart routing**, add categories, and set **Send when** on each destination.
  </Accordion>

  <Accordion title="Summaries land in spam">
    Ask your IT to allow the sender address Verbu uses. Find it in the first email you receive.
  </Accordion>
</AccordionGroup>

## Next steps

* Send leads and messages on directly: combine with [Capture leads](/en/capabilities/capture-leads) and [Take a message](/en/capabilities/callback-message)
* Check the calls yourself: [Call history](/en/conversations/call-history)