AI Smart Summary helps agents quickly generate a clear and concise internal note to summarize a conversation thread — directly within the Inbox. Instead of manually reading through long message histories, agents can rely on this feature to capture key details for handovers, audits, or follow-ups.
This feature is especially useful for support, sales, and operations teams that collaborate closely across shifts or departments.
In this article, we’ll guide you through how to use AI Smart Summary, and when to apply it.
Benefits and use cases
Pain points solved:
- Context loss during handover: Helps capture key details from long threads so nothing important gets missed.
- Time wasted reading long chats: Lets teammates skip scrolling and get straight to the point.
- Inconsistent internal notes: Delivers more complete, readable summaries than manual writing.
- Delayed follow-ups: Enables faster response by giving the next agent immediate context.
Common use cases:
- Shift handover between agents: Summarize conversations at the end of a shift to brief the next teammate.
- Cross-department escalation: Provide quick context when escalating issues to another team.
- Conversation audits: Let senior agents understand past interactions at a glance.
- Managerial review: Help managers scan for patterns or recurring issues across multiple cases.
Using AI Smart Reply in Inbox
Note: AI Smart Summary only works if there are existing messages in the conversation. If the chat is empty, no summary will be generated.
You can follow the steps here to use AI Smart Reply in Inbox:
- Go to Inbox by clicking on the
icon in the left navigation bar
- Click on any conversations with existing messages between the contact
- In the conversation, click “Internal note” tab in the message textbox
- In the “Internal note” tab, click on “AI smart summary” at the top right corner. This feature will only available when there are messages existing in the conversation
- You will see the “SleekFlow AI is writing…” state. Please wait for a moment while SleekFlow AI is generating the conversation summary
- Once the summary is ready, it will appear in the Internal note field
- Click “Confirm” at the top-right to accept the summary as your internal note
- You can also edit the summary directly in the field before adding the content as Internal note
- Click “Add note” to save it to the conversation
Note: Internal notes, including Smart Summary, are only visible to teammates with permission to view the conversation. They are not visible to the contact.
Things to note when using AI Smart Summary
Keep the following in mind to ensure your summary is accurate and appears as expected:
- Only available in Internal notes
- The AI Smart Summary button will only appear when you’re in the Internal note tab. It is not available for public replies.
- Works best in English and Chinese
- For now, summaries are most accurate in English and Chinese. Output quality may vary in other languages.
- One summary per draft
- If the conversation updates with new messages after you’ve generated a summary, click the button again to refresh it.