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Conversation summaries

Every analyzed conversation receives a short AI-written summary — typically the reason for the call, what was discussed, actions taken, the outcome, and next steps. Reading the summary is usually much faster than listening to the recording, so reviewers can quickly decide whether to move on or dig deeper.

Read a summary

  1. Open a conversation from the Conversations list.
  2. On the Conversation Details tab, read the Call Summary panel at the top of the page.

The summary is formatted text: depending on how your organization has configured it, it may be a short paragraph or a structured bullet list (for example Summary, Product, Price, Action items).

Note

The structure and content of summaries are controlled by an AI task that your administrator can customize — for example, a travel company can ask for destinations and trip dates in every summary. See AI tasks in the Administration Guide.

Edit a summary

If your role permits it, you can correct a summary the AI got wrong:

  1. Click the summary text.
  2. Make your changes in the editor. The editor supports Markdown syntax for formatting.
  3. Click Save.

Search summaries across conversations

To find every conversation whose summary mentions a word or phrase:

  1. Go to Conversations and open the Advanced Search tab.
  2. Select the Call - Summary parameter and the Search query condition.
  3. Enter the word or phrase and click Search.

See Advanced search for the full filter builder.