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            Show Service Reps and Supervisors Midconversation Summaries

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            Show Service Reps and Supervisors Midconversation Summaries

            When a service rep or supervisor joins an active voice call or messaging session and has to gain context quickly, catch them up with a real-time AI-generated summary of the conversation.

            Required Editions

            View supported editions.
            User Permissions Needed
            To view Conversation Catch-Up summaries: View Conversation Catch-Up permission set

            With Conversation Catch-Up, real-time summaries appear at several key moments.

            • When a service rep accepts a transferred voice call or messaging session
            • When a service rep accepts a messaging session from a bot
            • When a supervisor clicks Monitor from the Omni Supervisor dashboard to respond to an escalation or service rep flag raise

            To use Conversation Catch-Up, first enable Einstein Generative AI in Setup.

            1. From Setup, in the Quick Find box, enter Work Summaries, and then select Einstein Work Summaries.
            2. If it’s not already on, turn on Einstein Work Summaries.
            3. Click the Conversation Catch-Up tab.
            4. To show conversation summaries to supervisors when they start monitoring a voice call or messaging session, turn on Supervisor Summaries.
            5. To show conversation summaries to service reps when a voice call or messaging session is transferred to them from another service rep or bot, turn on Agent Summaries.
              Work Summaries Setup page, Conversation Catch-Up tab

            A conversation must have at least 10 text-based entries before a summary can be generated. These entries don’t include menus from bots, menu selections from the customer, auto-responses, or other rich content that might be sent as part of the conversation.

            Conversation Catch-Up summaries can be translated if Agent Translation is enabled. When Agent Translation is enabled, the Conversation Catch-Up summary is generated in the transcript language, not in the configured language. Conversation Catch-Up is available in ten languages: Brazilian Portugese, Dutch, English, French, German, Italian, Japanese, Mexican Spanish, Portuguese, Spanish, and Swedish.

             
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