Transcript Summaries

With Transcript Summaries, Ada can automatically attach a summary of a chatter's conversation to a handoff transcript. This summary helps support agents quickly determine the reason for the escalation.

• The feature examines the chatter’s messages and looks for key phrases that represent what the chatter is trying to ask or do.
• The summary includes up to three chatter messages.
• The summary appears after the last message of the transcript.
• Summaries only consider the chatter’s text messages, and not button clicks or bot messages.
• Available for English conversations only

Note: Transcript summaries are currently available for Zendesk Live Chat (Zopim and ZAW), Zendesk Ticketing, Salesforce Live Chat, and the Email Handoff block.

Note: It is possible that the chatter’s intent can’t be determined. In this case, no summary is attached.

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For any additional questions, contact your ACX Consultant, Account Manager, or email us at [e-mail].