AI conversation summaries
Summarise conversations for review and handover, with optional disposition recommendations and customer sentiment.
What it is
Conversation Summary creates a short account of the conversation for review or handover. It can also recommend dispositions and assess customer sentiment. Automatic disposition is optional.
Who uses it and why
Operators use summaries when taking over conversations. Supervisors review summaries and sentiment alongside conversation history. Administrators set the triggers, instructions and disposition options.
Where to find it
Configure Conversation Summary under Settings › AI › Features with the Settings role and AI permission, or the Developer role. Maintain the available dispositions under Settings › General Settings › Disposition with the Settings role.
Saved summaries appear as Summary in supported conversation and history views. Sentiment appears with Initial, Ending and Overall assessments when enabled. Visibility depends on conversation context and personal-data access.
How it works
INSIDE uses the eligible conversation messages and can incorporate an earlier summary. During an open conversation, it counts public non-audio messages since the previous summary. Reaching either the enabled message count or word count can trigger an update.
A transfer can trigger a summary independently of those counts when Summarize on Chat Transfer is on. At closure, INSIDE checks the summary settings and thresholds. Sentiment and automatic disposition can also cause processing at closure.
With Recommend Dispositions on, the AI can suggest choices from your available catalogue. Operators review and apply recommendations through the normal disposition controls.
With Apply Disposition automatically on, INSIDE can apply qualifying recommendations after the conversation is closed or resolved. It keeps existing dispositions and checks recommendation confidence against Confidence Threshold (%). The configured maximum number of dispositions still applies.
Configure it
Create an enabled Conversation Summary feature with a suitable Account. Set the message and word triggers, then choose whether to summarise on transfer and at chat end.
Use Summary Instructions for the summary's content and length. Enable Recommend Dispositions if you want recommendations. Enable Apply Disposition automatically and choose a confidence threshold only if you want INSIDE to apply qualifying choices after closure.
Enable Analyze Sentiment for customer sentiment assessments. Ask Powerfront to verify Default Disposition and local Sentiment Instructions customisations before relying on them in this release.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Summarize after x number of messages | Settings › AI › Features | website | 10 messages | Settings role, Developer role | Triggers an open-conversation summary after this many eligible messages since the previous summary. |
| Summarize after x number of words | Settings › AI › Features | website | 0, no word-count trigger | Settings role, Developer role | Adds a word-count trigger; reaching either enabled count can trigger an open-conversation summary. |
| Summarize on Chat Transfer | Settings › AI › Features | website | On | Settings role, Developer role | Allows a transfer to trigger a summary without waiting for the message or word threshold. |
| Summarize on Chat End | Settings › AI › Features | website | On | Settings role, Developer role | Requests a summary at closure, subject to eligibility and configured thresholds. |
| Analyze Sentiment | Settings › AI › Features | website | Off | Settings role, Developer role | Assesses the customer's initial, ending and overall sentiment. |
| Recommend Dispositions | Settings › AI › Features | website | Off | Settings role, Developer role | Recommends choices from the available disposition catalogue for review. |
| Apply Disposition automatically | Settings › AI › Features | website | Off | Settings role, Developer role | Allows automatic disposition on a closed or resolved conversation that has no existing disposition. |
| Confidence Threshold (%) | Settings › AI › Features | website | 75% for new features; 0% if never saved | Settings role, Developer role | Sets the minimum confidence for an automatic disposition recommendation to qualify. |
| Default Disposition | Settings › AI › Features | website | Not set: no fallback disposition selected | Settings role, Developer role | Selects a fallback for automatic disposition; ask Powerfront to verify this option before relying on it. |
| Summary Instructions | Settings › AI › Features | website | Not set; account or service guidance applies | Settings role, Developer role | Adds feature-specific guidance for summaries. |
| Recommend Dispositions Instructions | Settings › AI › Features | website | Not set: service disposition guidance applies unless another instruction source is configured | Settings role, Developer role | Guides selection from the available dispositions. |
| Sentiment Instructions | Settings › AI › Features | website | Not set: service sentiment guidance applies unless another instruction source is configured | Settings role, Developer role | Provides custom sentiment guidance; ask Powerfront to verify local customisations for this release. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Configure Conversation Summary with the AI permission and maintain dispositions. |
| AI | Allows AI configuration under Settings Permissions. |
| Developer | Configure Conversation Summary features. |
Limits and good to know
- A conversation needs an eligible visitor message before summary processing can proceed.
- A short chat may not meet summary thresholds even with Summarize on Chat End on.
- Sentiment can be assessed early after more than two visitor messages and again at closure.
- An empty generated summary preserves the previous saved summary.
- The active operator's ongoing chat does not always show a summary box. Review it in the handover or history context.
- Automatic disposition does not replace existing dispositions or apply while the conversation is still open.
Depends on and works with
+4 more · this feature uses
- DispositionsConfigured by
The disposition catalogue defines the choices and limits used for AI recommendations.
- Sentiment and emotionRelated
AI sentiment from Conversation Summary replaces ordinary sentiment analysis for that conversation.
- Conversation history and searchRelated
Saved summaries can be reviewed alongside conversations in History.
- Customer identity and conversation visibility permissionsConfigured by
Personal-data access affects whether a summary is visible to the reviewing operator.
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontLicence
AI must be enabled for the website.
- Roles and permissionsConfigured by
Roles control summary configuration and conversation access.
- AI feature settings and change historyConfigured by
Summary features are selected using account support, visitor filters and priority.
- AI instructions and templatesConfigured by
Summary, disposition and sentiment instructions have separate supported sections.
- Chat Translate and language detectionEnhances
Translation can prepare a summary in the operator's language.
- AI accounts and shared defaultsRequires
Summaries need a configured AI account.
- Starting, ending and expiring chatsRelated
Closing a conversation can trigger summary, sentiment and automatic disposition processing.
- Transferring conversationsEnhances
Transfer summaries help the receiving operator continue the conversation.
- DispositionsConfigured by
The disposition catalogue defines the choices and limits used for AI recommendations.
- Sentiment and emotionRelated
AI sentiment from Conversation Summary replaces ordinary sentiment analysis for that conversation.
- Conversation history and searchRelated
Saved summaries can be reviewed alongside conversations in History.
- Customer identity and conversation visibility permissionsConfigured by
Personal-data access affects whether a summary is visible to the reviewing operator.
Used by
- DispositionsConfigured by
Conversation Summary settings control disposition recommendations and automatic selection.
- Sentiment and emotionConfigured by
Conversation Summary settings can select AI sentiment in place of ordinary per-message analysis.
- Conversation history tools for AIEnhances
Existing conversation summaries can accompany history results.
- Personal information masking for AIEnhances
Supported summaries and metrics use optional anonymisation when the account has privacy enabled and selected.
- Telephone transcriptionEnhances
Telephone transcript messages can supply context for configured conversation summaries.
FAQ and troubleshooting
Why did this short conversation get no summary?
Check the message and word thresholds, feature filters and whether there was an eligible visitor message. Chat-end generation still has eligibility checks.
Why did a transfer create a summary before ten messages?
Summarize on Chat Transfer can trigger independently of the incremental counts.
Why was no disposition applied automatically?
Check that the conversation is closed or resolved, automatic disposition is enabled, no disposition already exists and a recommendation meets the confidence threshold. Ask Powerfront to verify any configured fallback choice.
Why can another operator not see the summary?
Summary display depends on the view, handover state and personal-data access. Check conversation access and the operator's permissions.