Summarize conversation
Last updated: September 9, 2026
For long chats or agent changes, a summary helps quickly grasp the context.
How it works
- Open a Conversation
- Click on "Summarize" (or the Summary icon)
- The Copilot generates a summary in 2–3 sentences
What the summary includes
The summary answers three questions:
- What is the visitor's main concern?
- What has been discussed or resolved so far?
- What are the open points?
Example
"The visitor has a problem with the Widget integration on their React app. The bot referred to the documentation, but the visitor needs help with the Content Security Policy. Open: CSP headers need to be adjusted."
Use cases
| Scenario | Benefit |
|---|---|
| Shift change | New agent immediately understands the context |
| Transfer | Target agent doesn't need to read the entire history |
| Long conversations | Quick overview after 20+ messages |
| QA/Review | Managers can quickly check conversations |
Token consumption
A summary typically consumes 300–800 tokens (depending on chat length). Up to 50 messages are considered as context.
Summary vs. Internal Notes
| Feature | Summary | Internal Note |
|---|---|---|
| Creator | AI (automatic) | Agent (manual) |
| Content | Conversation compressed | Free text |
| Saved | Not saved (one-time) | Permanently to Conversation |
| Usage | Quick overview | Internal communication |
Tip: For important information, create an Internal Note. The summary is intended for a quick overview and is not saved.