Conversation AI Session Summaries and Full Transcripts in SMBcrm

Automatic Summaries and Transcripts for AI Conversations

SMBcrm now automatically generates conversation summaries and full transcripts from your Conversation AI sessions. This gives you faster visibility into what happened during AI-driven interactions, complete with audit trails and the ability to trigger automated follow-up actions.

How Summaries and Transcripts Work

Summaries are generated automatically in two scenarios:

• After a configured inactivity period expires — When the contact stops responding for a set amount of time
• When the bot enters sleep mode — This includes message limit reached, workflow-triggered sleep, stop bot conditions, human handover, or manual/automated messages

Each summary captures all new messages since the last generation and includes both inbound and outbound communications. Summaries replace previous ones when regenerated, keeping your records current.

How to Set It Up

1. Navigate to AI Agents and select Conversation AI
2. Select your bot and open the Bot Goals tab
3. Enable Conversation Summary

Available configuration options include:

• Inactivity time parameters — How long to wait before generating a summary
• Minimum message thresholds — Require a minimum number of messages before generating
• Auto-save to contact fields — Store summaries directly on the contact record
• Workflow triggering — Automatically kick off workflows when summaries are generated
• Email notifications — Send summaries to admins, assigned users, assigned contacts, or custom email addresses

Workflow Integration

You can use summaries and transcripts as workflow variables to trigger downstream automations:

• Conversation AI > Summary
• Conversation AI > Transcript

Practical applications include:

• Creating internal notes from conversation summaries
• Extracting customer details for automatic field updates
• Routing conversations to the right team member for human review
• Identifying FAQ gaps by analyzing common questions across sessions

Why This Matters

Before this update, reviewing what happened in an AI conversation meant manually reading through message threads. Now you get centralized, contextual records that are generated automatically and can trigger CRM actions based on conversation outcomes. This is especially valuable for teams managing high volumes of AI-assisted conversations who need accountability and follow-through without manual overhead.

If you need help setting up AI conversation summaries, visit our Support page or Contact Us.