Summary
This guide explains how Conversation Summary helps you quickly understand long-running chats without scrolling through message history. You’ll learn how the feature works, how to turn it on, and how your team can use it to catch up faster and avoid repeating questions.
Conversation Summary is currently in Beta and available for users on the Growth, Pro, and Business plans of Wati.
Instructions
What is Conversation Summary?
Powered by Wati AI, Conversation Summary gives you a clear, concise overview of recent messages in a chat. It can also highlight any to-do items that need attention, making it easier for your team to stay aligned.
How to activate the feature
You can enable the feature from Wati AI settings. Follow these steps to enable the conversation summary:
Log in to your Wati account.
Click your profile picture and select Settings.
Open the Wati AI settings.
Turn on Automatic Summaries or Manual Summaries, depending on your preference.
There are two ways to use it:
Automatic summaries: Wati AI automatically logs summaries and action items when it detects a long-running conversation.
Manual summary generation: Admins and operators can choose to generate a summary for any long conversation on demand.
How to quickly review your chats
Each chat now includes a Conversation Summary tab at the top. This section stores all previously generated summaries for that contact.
This makes it easy to:
Review multiple chats in minutes by reading summaries instead of scrolling.
Help operators get up to speed when they are assigned to an ongoing conversation.
Prevent repeated questions or asking for details the customer has already shared.
Deliver a smoother and more professional support experience.
How it works
Wati AI looks for at least 10 new messages in a conversation before creating a summary or allowing a manual summary request. This ensures the content is meaningful and not just routine greetings.
Here’s how generation works for each mode:
Automatic summaries
Automatic summaries are generated only after the ticket status changes to Closed or Expired.
Once created, the summary appears in the Conversation Summary tab for that chat.
Manual summaries
If the chat status is Solved, Closed, or Expired, Wati AI summarizes the entire ticket - from the beginning to the end.
If the chat is still Open, Wati AI summarizes the ticket from the start up to the latest message.
Conversation Summary gives your team an efficient way to stay informed, reduce context switching, and deliver more consistent support.
Frequently Asked Questions (FAQs)
Conversation Summary
1. What is Conversation Summary?
Conversation Summary is a Wati AI feature that provides a clear, concise overview of recent messages in a chat. It can also highlight to-do items that need attention, helping teams understand long-running conversations without scrolling through the full message history.
2. What are the two ways to generate Conversation Summaries?
Conversation Summary supports two modes:
Automatic summaries: Wati AI automatically generates summaries and action items when it detects a long-running conversation.
Manual summaries: Admins and operators can generate a summary for a long conversation on demand.
3. Where can I find previously generated Conversation Summaries?
Each chat has a Conversation Summary tab at the top. This tab stores all previously generated summaries for that contact.
4. When does Wati AI generate an automatic summary?
Wati AI generates an automatic summary only after the ticket status changes to Closed or Expired. The summary then appears in the Conversation Summary tab for that chat.
5. How many messages are required before a Conversation Summary can be generated?
Wati AI looks for at least 10 new messages in a conversation before creating an automatic summary or allowing a manual summary request.
6. What does a manual Conversation Summary include?
For a chat with a Solved, Closed, or Expired status, Wati AI summarizes the entire ticket from the beginning to the end. If the chat is still Open, Wati AI summarizes the ticket from the beginning up to the latest message.
7. Which Wati plans include Conversation Summary?
Conversation Summary is currently in Beta and is available for users on the Growth, Pro, and Business plans.