Get an AI Summary of a WhatsApp Conversation

The AI Summary card sits just above the composer in the WhatsApp inbox and gives you an at-a-glance recap of a conversation so you can pick up a thread without scrolling through every message. It captures the customer's intent, their key questions, what was resolved, and any open follow-ups.

Before you start#

• An open conversation with messages — the card appears once the thread has at least one message. It shows for both in-window and expired conversations.
• AI credits — each summary spends AI credits from your organisation's shared balance. See AI Credits & Pricing.

Open a chat from Team Inbox → WhatsApp and look for the amber AI Summary card above the message box.

Generate a summary#

1. On a thread with no summary yet, the card invites you to Generate an AI summary of this conversation — the customer's intent, key questions, what was resolved, and any open follow-ups.
2. Click Summarise. While it works the card shows Summarising this conversation…
3. The summary appears in the card. It is collapsed to the first key point — click Show more to expand it and Show less to collapse it again.

Once a summary exists, the card header shows AI Summary with the time it was last generated, and the action becomes Re-summarise so you can refresh it after new messages come in.

The re-summarise cooldown#

To keep credit use sensible, re-summarising is rate-limited by a server-enforced cooldown. While the cooldown is active the Re-summarise button is disabled and its tooltip counts down — Next refresh available in <time>. If you try too soon you'll see the notice This conversation was summarised recently. Try again later.

Change how summaries are written#

The Change summary behaviour gear icon on the card is a shortcut to the AI Behaviours settings, where you control the length, format, and tone of every AI summary in the workspace. See Customize AI Summary Style with AI Behaviours. Changes there apply the next time you generate a summary.

Troubleshooting#

• You're out of AI credits. — your organisation's balance is exhausted; top up to continue.
• AI summariser is unavailable right now. — the service is not configured or is temporarily unreachable; retry shortly.
• Nothing to summarise yet. — there isn't enough content in the thread to summarise.
• This conversation was summarised recently. Try again later. — you're inside the re-summarise cooldown; wait for the countdown to clear.

Good to know#

• The card appears for both in-window conversations and expired ones, so you can catch up on a thread even after its 24-hour window has closed.
• Long summaries are collapsed to the first key point to keep the composer area tight — use Show more to read the rest without leaving the chat.
• The style of the summary — how long it is, whether it's bullets or a paragraph, and its tone — is set centrally, so every conversation summary reads the same way. Adjust it once in AI Behaviours and it applies the next time you summarise.

The same AI Summary card also appears on records and deals across the CRM — see AI Summary of a Record. To first enable AI summaries for your workspace, see Turn On AI Summaries.