Conversation Summary - Instant AI Recap in the Inbox
Generate an AI summary of a long conversation so you can catch up in seconds before you reply or hand it off.
Overview
Summary gives you an AI-generated recap of a conversation. Instead of scrolling through a long back-and-forth, you get the key points, the customer's request, and where things stand, in a few lines.
When it helps
- Picking up a conversation another agent started
- Returning to a thread after time away
- Handing a conversation off to a teammate or department
- Reviewing what happened before closing a ticket
How to generate a summary
- Open the conversation in the inbox
- Open the Summary action for that conversation
- MaxIA reads the conversation and produces a short recap
- Use it to catch up, then reply or reassign as needed
Note: The summary reflects the messages in the conversation at the time you generate it. Generate it again after new messages arrive to get an updated recap.