One-Click Conversation Summaries for Handoffs
Agents picking up a chat conversation can now generate an instant summary of everything that happened before they arrived.
Picking up a conversation someone else started is one of the most common — and most annoying — moments in a support inbox. You're handed a thread with ten, twenty, sometimes fifty messages, and before you can help, you have to read all of it just to catch up. We've shipped a way to skip that: a one-click summary that reads the conversation for you.
Not the same thing as a reply draft
We already have AI-suggested replies in Chat, which draft what to say next. This is a different tool solving a different problem — it doesn't write anything to the visitor, it tells the agent what already happened. Think "catch me up," not "answer for me."
It fires automatically when a conversation is transferred
When a conversation is handed from one agent to another, a summary posts into the thread automatically, so the receiving agent has context the moment the conversation lands in their queue — no extra click required. But transfers aren't the only way a conversation changes hands: an agent might pick up something that was simply sitting unassigned, or step in on a colleague's open chat without a formal transfer ever happening. For exactly that case, the summary is also available on demand — a single click gets the same catch-up, whenever you need it, not only at handoff.
Built deliberately as an action, not a page load
Generating a summary calls a model, which costs real money and time, so it only happens when you ask for it (or when a transfer explicitly triggers it) — never automatically every time a conversation is opened.
This is live now in the support inbox, alongside AI-suggested replies.