AI Summary is a dual-mode summarization feature combining AI and manual editing. Summaries can be generated automatically by AI or supplemented and edited manually by users. This helps support and sales teams quickly organize conversation content and provides managers with the ability to analyze conversation trends.

# Feature Overview

Topic Management: Administrators can create and edit categories and topics to standardize how the team records information.
Auto-Generated Summaries: When a conversation is marked as resolved, AI will automatically generate a summary and topic; users can quickly confirm or edit it.
Topic Analytics Reports: All topic analytics are compiled into reports to help managers gain insights into conversation trends, with export options available.

# Use Cases & Benefits

How support and sales agents can use this feature:

After a conversation ends, AI automatically generates a summary, saving manual logging time
Agents can accept or edit the summary to ensure it reflects the actual situation
Quickly review past summaries in the interaction history to follow up with customers

How support and sales managers can use this feature:

Customizable topic categories make analysis more aligned with business needs
Use Insight reports to understand hot topics, service pain points, and customer sentiment
Export summary data to CSV for further marketing, training, or product improvement

# How to Use

1. Topic Management

Quickly create and maintain conversation topics to keep team records consistent.

You can add categories (up to 5) and topics (up to 20), and assign each topic to a category
Edits to topics or categories are applied immediately to all conversations and reports

Go to “Conversation Settings” → “Topics” to open the Topic Management page.

“Add Category”: On the topic settings page, click “Manage Categories” → “＋ Add”

⚠️ When creating a category, enter a clear description to help AI classify more accurately.

“Edit or Delete Category”: On the topic settings page, click “Manage Categories,” then choose the edit or delete icon

⚠️ If you delete a category:

All topics under that category will be moved to “Uncategorized,” and the reports in Insights will reflect the “Uncategorized” change

“Add Theme”: On the topic settings page, click “Add Theme” to create a new topic.

⚠️ If no category is selected, the topic will automatically be placed under “Uncategorized.”

“Edit or Delete Theme”: In the topic list, click the Edit or Delete icon next to the theme to make changes.

2. Conversation Summaries

Automatically generate summaries to reduce manual logging time and improve accuracy.

When a conversation is marked as “Resolved,” AI will automatically generate a summary and suggest a topic
CAAC users can accept or edit the AI-generated summary
Each organization has 1,000 free AI summaries per month (resets on the 1st of every month at 00:00 GMT+8)
If the AI quota is used up, the system will stop generating summaries automatically; users can add them manually instead

“Edit Conversation Summary”: You can manually revise the AI-generated summary. If the AI quota is exhausted, you can create a summary and choose a topic manually. The last editor and update time will be shown below the summary.

“View Past Summaries”: Open the Contact Profile, then in the conversation history, click “View Details” to see previous summaries.

⚠️ Conversations that occurred before the feature launch (2025/09) will not have AI summaries generated automatically.

“AI Quota”: Each organization has 1,000 free AI summaries per month (resets on the 1st at 00:00 GMT+8). CAAC owners and primary admins can check remaining usage in “AI & Automation.”

3. Topic Analytics Reports

Use reports to track conversation trends and export data for further analysis.

In Insights → “Conversation Analytics,” you can view analytics for all conversations that are “Resolved + Have Summary.”
Supports filtering by date, channel, team, and more
Export CSV report, including topic and summary details

# FAQ

Q1: Can I turn this feature on or off?

A1: Currently, this feature cannot be manually enabled or disabled.

If you are concerned that the AI Summary window might block the message input box, please rest assured:

The summary window only appears after a conversation is marked as “Resolved.” Once a conversation is resolved, the input box is already disabled, and you cannot type further messages. To continue typing, you would need to start a new conversation.

Therefore, the AI Summary feature will not interfere with your ability to type messages during an active conversation.

Q2: Which languages does this feature support?

A2: AI Summary currently supports Chinese, English, Japanese, and Thai.

The language of the generated summary depends on the conversation content:

If most of the conversation is in Chinese, the summary will be in Chinese