Conversation AI Summary and Transcript Feature Guide

Learn how to use Conversation AI summary and transcript features to automate CRM updates, trigger workflows, and capture key insights from every session.

If you’re using Conversation AI to handle customer interactions, you’re already ahead of the game. But what if you could automatically capture the essence of every conversation, store it inside your CRM, and trigger smart automations based on what was said?

That’s exactly what the Conversation AI Summary and Transcript feature is designed to do.

Instead of manually reviewing chat logs or trying to remember what happened in a session, the system generates structured summaries and transcripts for you — automatically. This keeps your CRM clean, your workflows powerful, and your follow-ups precise.

Key Takeaways

  • Conversation summaries are generated per session
  • Transcripts include both inbound and outbound messages
  • Summaries can auto-save to contact fields
  • You can trigger workflows when a summary is created
  • Inactivity timers control when summaries generate
  • Messages are only included while the feature is enabled
  • Each new session replaces the previous summary
  • Email notifications can be configured for team awareness

Let’s break everything down step by step.

What Is the Conversation AI Summary and Transcript Feature

The Conversation AI Summary and Transcript feature automatically generates a recap of each conversation session handled by your AI bot.

It creates:

  • A concise summary of the session
  • A full transcript of the interaction

These are generated per session and always reflect the most recent interaction.

This feature is especially powerful if you:

  • Use CRM automation
  • Assign contacts to sales reps
  • Trigger workflows based on conversation outcomes
  • Need internal visibility across teams
  • Want better reporting from AI interactions

How Conversation Summaries Work

Understanding the behavior rules is critical.

Session-Based Generation

Summaries and transcripts are generated per conversation session. When a new session starts:

  • The previous summary is replaced
  • Only the latest session is stored
  • Messages sent after the last summary are included

What Gets Included

Included messages:

  • All inbound messages
  • All outbound messages
  • Only messages sent while the feature is enabled

Excluded messages:

  • Messages sent before enabling the feature
  • Messages sent while the feature is turned off

This ensures accurate, session-specific tracking without mixing old data.

How to Enable Conversation Summary

Follow these steps:

  1. Navigate to AI Agents
  2. Click Conversation AI
  3. Select an existing bot or create a new one
  4. Open the Bot Goals tab
  5. Toggle Enable Conversation Summary

Important note
By default, summaries are disabled. You must manually turn this on.

Also, remember that messages sent before enabling will not be included.

Learn how to use Conversation AI summary and transcript features to automate CRM updates, trigger workflows, and capture key insights from every session.

Conversation Summary Settings Explained

The real power comes from customizing how summaries are generated.

Inactivity Time Setting

This determines how long the system waits before generating a summary.

Example:

  • If inactivity is set to 15 minutes:
  • No messages for 15 minutes
  • Summary automatically generates

This works well for sales conversations or support chats that naturally pause.

Instant Summary on Bot Sleep

A summary is generated immediately if the bot goes to sleep due to:

  • Maximum message limit reached
  • Workflow action puts bot to sleep
  • Stop Bot condition triggered
  • Human handover
  • Manual or workflow message sent

This ensures you never lose session data when automation shifts.

Minimum Message Requirement

You can set a minimum number of messages required before a summary generates.

If the conversation does not meet this threshold:

  • No summary is created
  • Even if the inactivity time expires
  • This prevents clutter from short, one-word exchanges.

Automatically Saving Summaries to Contact Fields

One of the most powerful settings is saving the summary directly to a contact field.

How it works:

  • The generated summary is stored in a selected custom field
  • Each new summary replaces the previous one
  • The Notes section also stores it by default

This keeps your CRM clean and structured.

Imagine a sales rep opening a contact record and immediately seeing a summarized recap of the last AI interaction. That’s powerful.

Triggering Workflows When a Summary Is Generated

This is where automation becomes intelligent.

You can trigger a workflow as soon as a summary is generated.

How to Set It Up

  1. Go to Automation
  2. Create a new workflow
  3. Leave it without a traditional trigger
  4. Attach it to the Conversation Summary generation
  5. Add actions such as
  • Create a task
  • Notify assigned user
  • Update opportunity stage
  • Add tags
  • Send internal alerts

Now your CRM reacts automatically to AI conversations.

Discover how Conversation AI automatically generates session-based summaries and transcripts to power workflows and improve customer communication tracking.

Using Summary and Transcript Variables in Workflows

Inside workflows, you can access:

  • Conversation AI → Summary
  • Conversation AI → Transcript

This means you can:

  • Extract intent
  • Identify booking interest
  • Score lead quality
  • Generate internal notes using GPT
  • Append multiple transcripts over time

For advanced users, you can even run GPT actions on transcripts to extract structured data.

Example:

  • Pull out budget mentions
  • Identify appointment requests
  • Detect objections
  • Categorize inquiry type

This turns passive chat logs into actionable intellige

Email Notifications for Conversation Summaries

You can configure automatic email notifications when a summary is generated.

Recipients can include:

  • All admins
  • All users
  • Assigned user
  • Specific team members
  • Custom email addresses
  • Or none

This keeps your team aligned without manually checking conversations.

Practical Use Case Examples

Sales Qualification

AI handles initial inquiry.
Summary extracts intent.
Workflow assigns a high-intent lead to a closer.

Support Ticket Creation

AI answers questions.
Summary detects an unresolved issue.
Workflow creates a support task automatically.

Appointment Tracking

The bot handles booking.
Summary confirms the booked appointment.
CRM updates the opportunity stage instantly.

Important Behavior Rules to Remember

  • Summaries are session-based
  • Each new session replaces the previous one
  • Only messages sent while enabled are included
  • Disabling ignores messages during that period
  • Re-enabling resumes from new messages only

These rules prevent data overlap and confusion.

Pricing Breakdown

The Conversation AI Summary and Transcript feature is included within Conversation AI functionality.

Conversation AI pricing typically follows a usage-based model per message.

For example:

  • $0.02 per message on pay-per-usage plans
  • Unlimited usage is included under higher-tier AI Employee plans

Important clarification
Conversation summaries do not incur additional separate fees beyond message usage. The cost is tied to AI conversation messages themselves.

Always verify your current plan to understand:

  • Per-message pricing
  • Unlimited AI usage options
  • Any rebilling capabilities for agencies

Frequently Asked Questions

Are old conversations summarized retroactively?
No. Only messages sent after enabling the feature are included.

Yes. Both inbound and all outbound messages are included.

Messages during that time are ignored. When re-enabled, summaries resume from new messages only.
Yes, using GPT workflow actions you can append summaries instead of replacing them.
Yes. The feature always reflects the latest session only.
Yes. Using workflow variables and GPT actions, you can analyze transcript data and trigger conditional logic.

Conclusion

The Conversation AI Summary and Transcript feature transforms raw AI interactions into structured, actionable CRM intelligence.

Instead of manually reviewing chats, you get:

  • Automated summaries
  • Full transcripts
  • Smart workflow triggers
  • CRM field updates
  • Email notifications
  • Data-driven automation

When configured correctly, this feature turns your AI bot from a simple responder into a fully integrated automation engine.

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