The summary gives an AI-generated overview of the interaction when it ends. When you transfer the interaction, the receiving agent can access the summary of the interaction so far. The receiving agent can view the generated summary and minimize repetition in the conversation.

You can edit the summary to update the information when the interaction ends and the agent state is set to After Contact Work. You can access the summary from the Customer Journey widget when the interaction ends. You can also see the summary of previous interactions with that customer.