Recipe: AI conversation summary comment

Use Add Comment to post an internal note on the conversation (the customer never sees it). With AI Generated mode, AI reads the transcript and drafts the comment from your prompt, for example a short conversation summary for the next agent.

What Add Comment does

• Posts a team-only comment on the conversation timeline.

• Supports @mentions so teammates see the case under Mentioned.

• In AI Generated mode, AI reads the full transcript and drafts the comment from your custom prompt. You can include inline @mentions in the prompt instructions. An Optimize Prompt tool is available in the product UI.

Add Comment is not the same as Add Note. Add Note writes to the case log. Add Comment is an internal conversation comment agents see in the thread.

Before you begin

• Agents need Inbox access to read comments.

• For AI-generated comments, write a clear prompt (what to summarize, length, language, whether to @mention a queue owner).

Pattern: summary comment when a chat closes

1. Go to Workflow and click New workflow.

2. Name it, for example AI summary on close.

3. Trigger: When a chat room is closed (so the AI sees the whole conversation).

4. Conditions: optional.

5. Action: Add Comment, choose AI Generated mode, and write a prompt such as:

   • "Summarize this conversation in 3 to 5 bullets: customer ask, what was tried, outcome, and any follow-up. Reply in the customer's language. Do not invent facts."

6. Optionally add @mentions guidance in the prompt if a supervisor should be notified on escalations.

7. Save and enable the workflow.

Pattern: summary on AI handoff

1. Trigger: When an AI agent transfer chat room.

2. Action: Add Comment (AI Generated) with a prompt like: "Write a handoff summary for the human agent: intent, key facts, and what Kai already told the customer."

3. Optionally add Assign Human Agent in a separate workflow (AI Agent and Assign Human Agent cannot share one workflow). See Kai first response.

Pattern: combine with Auto Case Log

On close or on manual run:

1. Auto Case Log

2. Add Chat Tags / Set Categories as needed

3. Add Comment (AI Generated summary)

4. Optional Close Chat if still open

See Auto Case Log.

Related

• Setup Workflow Automation

• Auto Case Log

• Manual Workflows Shortcut (AI-generated comments also appear in inactivity / handoff style automations)

• Inbox, Custom Views, and an agent day