The Conversation Summary feature lets end users receive a recap email covering the key points from their session with your agent. You can enable it per Space from the editor.
How to enable Conversation Summary
- Open your Space in the editor.
- Navigate to the Settings or Features tab (depending on your plan).
- Toggle Conversation Summary on.
Once enabled, a Summary button appears automatically in the correct position within the live experience based on the experience type.
How it works for end users
- During a live session, the visitor clicks the Summary button.
- They enter their email address.
- After the conversation ends, they receive a recap email covering the key points discussed.
The follow-up summary email has stopped arriving. What should I check?
- Confirm that the Conversation Summary toggle is still enabled in the Space editor.
- Confirm that the user clicked the Summary button and entered their email address during the session - the email is only triggered when the user opts in.
- Ask the recipient to check their spam or junk folder.
- If the issue persists across multiple sessions and users, submit a support ticket with the Space URL and the date/time of the affected session.