February 10th, 2026
New
Conversations
Conversation AI - Generate Conversation Summary & Transcript
What’s New
You can now automatically generate conversation summaries and full transcripts for every Conversation AI session - giving you instant visibility, audit-ability, and actionable insights from AI-driven conversations.
Summaries are generated intelligently based on inactivity, bot sleep events, or session boundaries, and can be saved to contact records, trigger workflows, or sent via email - no manual effort required.
This update introduces a unified, session-based conversation log with powerful automation hooks to drive CRM actions, insights, and follow-ups.
Needs to enabled from Agency Labs
How It Works
Conversation summaries and transcripts are generated per session and always reflect the latest session only.
A summary is created when:
The configured inactivity time expires (no messages from user or bot), or
The bot is put to sleep due to:
Maximum message limit reached
Workflow-based bot sleep
Stop Bot condition
Human handover
Manual or workflow message sent
Each new summary:
Replaces the previous summary
Includes only messages sent after the last summary was generated
Both inbound and all outbound messages are included.
Summaries and transcripts are generated only for messages that occur while the feature is enabled.
How to Configure
Navigate to AI Agents → Conversation AI
Select an existing bot or create a new one
Go to the Bot Goals tab
Enable Conversation Summary
Optional Settings
Set an Inactivity Time (e.g., 15 minutes)
Define a Minimum Message Count required to generate a summary
Automatically save the summary to a contact field (previous summary is replaced)
Trigger a workflow instantly when a summary is generated
Configure email notifications for one or more recipients: All admins , All users , Contact’s assigned user, Specific users, Custom email addresses
Workflow & Automation Power
Trigger workflows without a trigger when a summary is generated
Access conversation data using workflow variables:
Conversation AI → Summary
Conversation AI → Transcript
Use GPT actions to:
Generate insights
Extract key information
Update contact fields from transcripts
Append multiple summaries or transcripts over time
Perform advanced CRM automations
Why It Matters
Previously, Conversation AI lacked a centralised, contextual record of past interactions making audits, reviews, and insight extraction difficult.
This update helps you:
Gain full visibility into AI conversations
Enable auditing the conversation
Identify common customer questions to improve FAQs and bots
Trigger CRM actions automatically based on real conversation outcomes
