A long DM thread can be summed up in a few lines: what the customer wants, what was already answered or agreed, and what is still open. Only your team sees the summary. It is never sent to the customer. AI summaries come with paid plans, from Silver.
Make a summary
- Open the conversation in the Inbox.
- Click Summarize.
The summary shows above the messages under AI summary, with the time it was made. It is written in the workspace’s AI reply language if one is set, otherwise in your dashboard language.
When new messages come in, the summary is marked out of date. Click Summarize again for a fresh one. Only the latest summary of a conversation is kept.
Good to know
- Each summary uses 1 AI reply from your plan, or your own AI key if you added one. A summary that fails uses nothing. See AI replies and your quota.
- The AI reads up to the 60 most recent messages of the thread.
- AI can get details wrong, so check the thread before you act on it.
- A conversation needs at least one message from the customer before it can be summarized.
- In a read-only workspace, earlier summaries stay readable, but you can’t make new ones.