Configure Copilot conversation summaries
Conversation summaries give representatives a concise record of an ongoing chat or transcribed voice conversation. A summary can preserve context during a consultation or transfer, support wrap-up work, and provide the starting point for a case. The configuration determines when Copilot generates the summary and how it organizes the conversation details.
Configure these settings around the organization's handoff and documentation requirements. Generating summaries at every available point might create unnecessary output, while relying only on on-demand summaries can leave gaps when representatives forget to request one.
Choose when Copilot generates summaries
In Copilot Service admin center, open Summaries from Support Experience > Productivity or Operations > Insights. Select Manage, and then configure the options under Live conversation summaries.
The available generation points support different service scenarios:
- When a representative joins a conversation generates a summary when a representative accepts the conversation. Copilot also generates a summary when the primary representative invites a collaborator and another representative joins, or when the primary representative transfers the conversation.
- When a conversation ends generates a final summary for wrap-up and later review. The summary remains available on the Summary tab of the closed conversation record.
- On demand, by selecting a button to summarize the conversation lets a representative select Summarize conversation during an active conversation.
Consider the purpose of each trigger. A summary at join or transfer gives the receiving representative immediate context. A summary at the end provides a record of the complete interaction. On-demand generation helps during a long conversation, but it depends on the representative choosing to request the summary.
When When a conversation ends is selected, you can also enable Allow customer service representatives to create case with a button in the summary. This setting adds Create case to the summary when case management is configured. The new case uses the conversation summary as its description, which gives the representative a starting point to review and refine.
Important
A generated summary doesn't replace representative review. Before a summary becomes part of a case or another business record, the representative verifies customer details, commitments, troubleshooting results, and sensitive information against the conversation.
Select a summary format
Under Live conversation summaries, select Manage format. Choose the format that matches how representatives consume and reuse the information:
- Paragraph presents the conversation as continuous text. It works when representatives need a short narrative and the organization doesn't require standard sections.
- Structured organizes information under defined headings. It works when representatives need to scan for specific facts or copy consistent sections into downstream records.
The default structured options describe common service information:
- Root cause identifies why the issue occurred when the conversation establishes a cause.
- Customer issue captures the problem or question described by the customer.
- Troubleshooting steps records relevant actions taken during the interaction.
- Outcome captures the result, unresolved work, or next action.
- Error codes identifies technical codes discussed in the conversation.
Error codes entered in the configuration act as examples. Copilot looks for similar error codes in the conversation rather than limiting the output to an exact list.
Design structured sections
Structured summaries can reflect the organization's service process. Select Add new info, enter the Title that appears as the section heading, and write instructions that describe the information Copilot extracts and summarizes.
Write instructions that are specific, observable in the conversation, and limited to one purpose. For example:
- Use Customer commitment with an instruction to summarize actions and dates that the representative promises to the customer.
- Use Follow-up owner with an instruction to identify the person or team responsible for the next action when the conversation states an owner.
- Use Verification completed with an instruction to list identity or eligibility checks that the representative confirms, without reproducing sensitive values.
Avoid instructions that ask Copilot to infer intent, assign blame, or make a decision that the conversation doesn't support. A section named Customer sentiment, for example, needs a defined business purpose and governance review before use.
Arrange the sections in the order representatives use them. You can include or exclude individual sections without deleting their configuration. Select Reset to default info when you need to remove custom sections and restore the default structure.
Turn on Remove information from the summary that can't be found to omit sections when the conversation doesn't contain the requested information. For example, Copilot omits Error codes when the customer and representative don't mention an error code. This setting prevents empty sections and statements about missing information from distracting the reader.
Validate the conversation-summary design
Test each selected trigger and format with conversations that represent common and high-risk scenarios. Include a standard resolution, a transfer, a consultation, an unresolved issue, a conversation with missing details, and a conversation that contains sensitive information.
Confirm that:
- Summaries appear only at the intended generation points.
- A receiving representative gets enough context to continue the conversation.
- Structured headings contain only the information requested by their instructions.
- Missing information doesn't produce unsupported conclusions.
- Create case appears only when intended and produces a description that the representative can review.
- Closed conversation summaries remain available to authorized users.
Review the design with service operations, security, privacy, and compliance stakeholders. Revisit the configuration when service processes, required disclosures, or representative feedback indicate that the timing or structure no longer supports the work.
For current settings and format options, see Enable Copilot case and conversation summaries and Customize Copilot conversation summaries.