How do I use Summarize Conversation for AI Assist?
This feature is available on Advanced plans only.
Summarize Conversation by AI Assist allows care agents, especially those taking over an existing conversation from a prior agent, to be able to jump in to a longer conversation and get up to speed quickly on long threads of private messages.
- Summaries are available for PRIVATE messages only
- Summaries are available anywhere that a user can reply to a private message including: Smart Inbox, cases and the Salesforce iFrame.
How to summarize private conversations
- Within a private conversation, select
.
- The Summary by AI Assist is generated.
- You can copy the summary or close it out.
- You can also provide feedback on the quality of the summary.
The following scenarios must be met for messages to be summarized. If not, you'll get a detailed error message:
- Languages - summaries are supported for all languages covered by the Claude model. (note: unknown is to capture messages without language such as emojis)
- Not too short - Conversations need to be at least 250 characters to be summarized
- Text - Conversations contain text
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