> ## 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.

# Conversations without involvement

> What it means when a conversation shows No involvement, and how to get a summary of them.

Some conversations end before they really start. The user hangs up at once, or only says "hello". Verbu marks these as **No involvement**.

## When a conversation has no involvement

Verbu counts what the user said or wrote.

| Channel | Involvement needs |
| - | - |
| Phone and voice | Two messages from the user, or six words in total |
| Chat, SMS and email | One message from the user |

A message of less than three characters does not count.

A short conversation is still involvement when the agent did something. If the agent transferred the user or took a message, the conversation gets that outcome instead. For example **Ready for follow-up**.

## What you see

* In the **Inbox**, the conversation shows the outcome **No involvement**.
* In **Reports**, it is not part of the involvement rate.
* The summary is a fixed text. There was no conversation to write a summary from.

## Summaries of conversations without involvement

By default, a recipient under **Send summary** only gets conversations where the user took part. So nobody gets an email each time somebody hangs up.

If a recipient also wants them, the recipient's condition must name the outcome:

1. Open **Send summary**, and find the recipient.
2. Under **Gets**, select **Only some conversations**.
3. Add a condition on **Outcome**, and select **No involvement**. Also select the other outcomes the recipient must get, for example **Ready for follow-up**.
4. Click **Save**, and publish the agent.

A condition on something else, for example the channel, does not send conversations without involvement.

> [!NOTE]
>
> Webhooks under **Send to your system after the conversation** get all conversations, also those without involvement. Use the `outcome` field to filter them out.

## Next steps

* Set up the recipients: [Conversation summary](https://help.verbu.com/en/capabilities/send-summary.md)
* Read the conversations yourself: [Inbox](https://help.verbu.com/en/conversations/call-history.md)


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