Automatically generate and save work summaries for Voice calls and Enhanced Messaging sessions. Work Summaries now support five additional languages, so more of your global service reps receive summaries in their preferred language. Work Summaries for Case (beta) is scheduled for retirement on September 30, 2026.
- Automate Summary Generation for Enhanced Messaging
Give your service reps essential conversation details faster with work summaries that automatically generate at the end of each Enhanced Messaging session. Automatic summary generation is on by default, so service reps see their messaging summary as soon as the session ends. They can review and save it immediately after the session, or you can configure summaries to save automatically without rep review. - Automate Summary Generation for Voice Calls
Give your service reps essential call details faster with work summaries that automatically generate at the end of each Voice call. Automatic summary generation is on by default, so service reps see their Voice call summary as soon as they end the call. They can review and save it immediately after the call, or you can configure summaries to save automatically without rep review. - Generate Work Summaries for Enhanced Messaging and Voice Calls in Five More Languages
Work Summaries for Enhanced Messaging and Voice calls now support Czech, Greek, Hungarian, Polish, and Romanian, in addition to the previously supported languages. With these additions, more of your global service reps receive summaries in their preferred language. Summaries are generated in the rep's language even when the conversation takes place in a different language. - Work Summaries for Case (Beta) Is Being Retired
Work Summaries for Case (beta) is scheduled for retirement on September 30, 2026, and is in maintenance mode until then. You can continue to use Work Summaries for Case (beta) until that date, but we recommend transitioning to Enhanced Summaries. Enhanced Summaries offers role-specific summaries and more summarization features, which will help your service reps work more efficiently.