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’s Copilot, 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 Copilot settings. There are two ways to use it:

Automatic summaries: Copilot 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

Copilot 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, Copilot summarizes the entire ticket - from the beginning to the end.
If the chat is still Open, Copilot 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)

General questions

1. What is Conversation Summary?

Conversation Summary provides a concise overview of recent messages in a chat. It helps your team understand long-running conversations without scrolling through the entire history.

2. Who can use the Conversation Summary feature?

The feature is currently in Beta and available to users on the Growth, Pro, and Business plans.

3. How does Conversation Summary help support teams?

It allows teams to catch up faster, avoid repeating questions, stay aligned on action items, and deliver a smoother support experience.

Feature activation and usage

4. How do I enable Conversation Summary?

You can turn it on from Copilot settings. Once enabled, you can use either automatic summaries or generate summaries manually when needed.

5. What is the difference between automatic and manual summaries?

Automatic summaries are logged by Copilot when it detects a long-running conversation and the ticket becomes Closed or Expired.
Manual summaries can be generated on demand by admins or operators for any long chat.

6. How can I view past summaries?

Each chat has a Conversation Summary tab at the top. This section stores all previously generated summaries for that contact.

How it works

7. When does Copilot generate a summary?

Copilot requires at least 10 new messages before creating an automatic summary or allowing a manual summary request. This ensures summaries are meaningful.

8. What does Copilot include in a manual summary?

If a ticket is Solved, Closed, or Expired, the summary covers the entire conversation. If the ticket is still Open, the summary includes messages from the start up to the latest point.