Conversation Summary - Instant AI Recap in the Inbox

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

1. Open the conversation in the inbox
2. Open the Summary action for that conversation
3. MaxIA reads the conversation and produces a short recap
4. 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.

Next Steps

• Draft a reply with MaxIA AI Reply →
• See the contact's past activity →
• Back to the Inbox →