Summarize conversation lets your agents catch up on a chat in seconds. The AI Reply Assistant generates a short overview and a recommended next step, so agents can jump in without scrolling through the entire message history.
We've broken the guide into the following sections:
Before you start
A few things worth knowing before your team starts summarizing conversations.
Tip: Summarize conversation is part of the AI Reply Assistant and is available in all Smartsupp plans. Each summary you generate counts toward your monthly usage limit — see our current pricing page for details.
Note: Each time new replies are added, the summary must be regenerated to stay accurate. Every regeneration counts as a new usage.
What you'll see
When you open a Conversation Summary, the AI returns two pieces of context:
A short, concise overview — the key points of the conversation in a few lines, so you don't need to read the full thread.
A recommended next step — what the AI thinks the agent should do next based on the visitor's last message.
The summary always appears in the same language as your dashboard, regardless of the conversation's language.
How to summarize a conversation
Open any conversation from your inbox, then click the magic wand icon next to the reply box and select Show Conversation Summary. The summary appears alongside the conversation. After new messages come in, click Refresh to regenerate an updated summary and recommendation.
What's next?
AI Reply Assistant — polish, soften or expand any reply with one click.
Introduction to Mira AI Shopping Assistant — the AI shopping assistant for your e-shop visitors.
Inbox – categories — sort and filter conversations efficiently.
Inbox tagging — organize conversations with tags after you've reviewed each summary.