# AI conversation summaries

Summarise conversations for review and handover, with optional disposition recommendations and customer sentiment.

*Release 3.3 · admin, operator, supervisor*

**Settings › AI › Features** · **Settings › General Settings › Disposition**

## 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

### This feature uses

- **Requires** [AI accounts and shared defaults](AIP-001.md): Summaries need a configured AI account.
- **Configured in** [Roles and permissions](ADM-008.md): Roles control summary configuration and conversation access.
- **Configured in** [AI feature settings and change history](AI-001.md): Summary features are selected using account support, visitor filters and priority.
- **Configured in** [AI instructions and templates](AI-002.md): Summary, disposition and sentiment instructions have separate supported sections.
- **Configured in** [Dispositions](CHAT-019.md): The disposition catalogue defines the choices and limits used for AI recommendations.
- **Configured in** [Customer identity and conversation visibility permissions](SEC-016.md): Personal-data access affects whether a summary is visible to the reviewing operator.
- **Works better with** [Chat Translate and language detection](AI-010.md): Translation can prepare a summary in the operator's language.
- **Works better with** [Transferring conversations](CHAT-010.md): Transfer summaries help the receiving operator continue the conversation.
- **Related** [Starting, ending and expiring chats](CHAT-001.md): Closing a conversation can trigger summary, sentiment and automatic disposition processing.
- **Related** [Sentiment and emotion](CHAT-022.md): AI sentiment from Conversation Summary replaces ordinary sentiment analysis for that conversation.
- **Related** [Conversation history and search](CHAT-024.md): Saved summaries can be reviewed alongside conversations in History.
- **Needs licence or module** Admin settings and feature switches (managed by Powerfront): AI must be enabled for the website.

### Used by

- **Configures** [Dispositions](CHAT-019.md): Conversation Summary settings control disposition recommendations and automatic selection.
- **Configures** [Sentiment and emotion](CHAT-022.md): Conversation Summary settings can select AI sentiment in place of ordinary per-message analysis.
- **Enhances** [Conversation history tools for AI](AI-038.md): Existing conversation summaries can accompany history results.
- **Enhances** [Personal information masking for AI](AIP-021.md): Supported summaries and metrics use optional anonymisation when the account has privacy enabled and selected.
- **Enhances** [Telephone transcription](RTC-014.md): 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.