When you open a long conversation, there's no need to read the whole history: the Summary tab in the right panel shows you an AI-generated summary with the key points of the negotiation — and suggests the next message for the customer.
In this article
- Where it is
- What the summary shows
- How to generate and update it
- The suggested follow-up
- When it doesn't appear
- Frequently asked questions
Where it is
On the Chats screen, open a conversation and look at the right panel: next to Info and Notes is the Summary tab (with the sparkle icon ✨).
ℹ️ If you don't see the tab, your role may not have it enabled yet — check with your account administrator.
What the summary shows
- Negotiation timeline — the key events of the conversation, grouped by day.
- Inquiry — what the customer is asking for: dates, number of people, type of accommodation, budget, pet…
- Objections — the concerns that came up: the price seems high, they don't want to pay in advance, they're comparing with another place.
- Suggested follow-up — a draft message ready to send (we explain how to use it below).
If a section doesn't apply to the conversation, it simply isn't shown.
How to generate and update it
- Open the Summary tab.
- Click Regenerate (top right). You'll see "Generating summary…" for a few seconds.
- The result is saved in the conversation: the next time you enter, the summary is already there, with no waiting.
💡 The summary updates on demand: as the conversation moves forward, tap Regenerate again. The AI starts from the previous summary and adds only the new messages — that's why the timeline evolves instead of starting from scratch each time.
If the conversation is too new, the tab tells you there isn't enough content to summarize yet. And if generation fails, you'll see the notice "Couldn't regenerate" — it's a temporary error: try again in a few seconds.
The suggested follow-up
The yellow block suggests the next message for the customer, based on the situation:
- If the customer wrote last, it suggests a substantive reply: availability, a quote, or the answer to their specific question.
- If your team wrote last, it suggests a gentle reminder, anchored to the last thing you sent them.
It has two buttons:
- Copy — copies the message to the clipboard, to use wherever you want.
- Use in chat — inserts it directly into the chat's compose box. ⚠️ Keep in mind that it replaces whatever you had written in the box: if you had a half-finished draft, copy it first.
ℹ️ The message is always written in the customer's language. And if you loaded communication guidelines in your account's Knowledge, they're used as the tone and style of the draft.
When it doesn't appear
- The conversation is already marked as won or lost in the funnel.
- There isn't enough content to summarize yet — you'll see the notice "There isn't enough content in the conversation to generate a summary."
- The last exchange was trivial (a greeting, a "thanks!") and leaves no pending action: in that case no follow-up is suggested, to avoid generic drafts.
Frequently asked questions
Does the guest see the summary or the suggested message?
No. The summary is internal: only your team sees it in the panel. Nothing reaches the guest until you decide to send the message (edited or as is).
Does the suggested follow-up send on its own?
No — it's always a draft. You choose to copy it or insert it into the chat, and nothing goes out unless you send it. (Not to be confused with the assistant's automatic follow-ups, which do send on their own and are configured separately.)
What language does the suggested message come out in if I write in another?
Always in the customer's language, detected from the conversation — even if your panel is in another language.
I regenerated the summary but nothing changed.
If there were no new messages since the last generation, the summary stays practically the same: the AI starts from the previous version and only adds what's new.