---
schema_version: "1"
id: f064ab13adc6f68b9f2762580dff4427dc4a945073aa714c64b28f48384886aa
title: Show Service Reps and Supervisors Midconversation Summaries
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cc_generative_ai_ccu.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_ccu.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 64b9f090c523ce9fcbcff3a6dadf53c18b1b9aecec973c806ad83c7d6ea6cbcc
description: When a service rep or supervisor joins an active voice call or messaging session and has to gain context quickly, catch them up with a real-time AI-generated summary of the conversation.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Show Service Reps and Supervisors Midconversation Summaries

When a service rep or supervisor joins an active voice call or messaging session and has to gain context quickly, catch them up with a real-time AI-generated summary of the conversation.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d82766e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d82766e55 ">To view Conversation Catch-Up summaries:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d82766e55 ">View Conversation Catch-Up permission set</td>

          </tr>
        </tbody>
      </table>

With Conversation Catch-Up, real-time summaries appear at several key moments.

- When a service rep accepts a transferred voice call or messaging session
- When a service rep accepts a messaging session from a bot
- When a supervisor clicks **Monitor** from the Omni Supervisor dashboard to respond to an escalation or service rep flag raise

To use Conversation Catch-Up, first [enable Einstein Generative AI in Setup](https://help.salesforce.com/s/articleView?id=service.cc_service_enable.htm&release=264.0.0&type=5 "To get started, enable Einstein Classification Apps in Setup.").

Conversation Catch-Up uses the GPT 4 Omni model. The serving provider depends on your org’s region. In the United States East-1, United States East-2, and United States West-2 regions, GPT 4 Omni is served by Open AI. In all other regions, including the United Kingdom and Europe, GPT 4 Omni is served by Azure Open AI, which is the default provider. For more information, see [Geo-Aware Routing for OpenAI and Azure OpenAI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_platform_geo_aware_routing_openai.htm&type=5&language=en_US).

If your org is in a region served by Azure Open AI, make sure that the Azure Open AI provider is enabled for your org. See [Manage Model Provider Access](https://help.salesforce.com/s/articleView?id=ai.generative_ai_model_provider.htm&type=5&language=en_US).

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png)

Note If your org is served by Azure Open AI and that provider is disabled, Conversation Catch-Up fails with the error E30064, “The requested provider is disabled for this org: AzureOpenAI,” and no summary is generated.

1. From Setup, in the Quick Find box, enter Work Summaries, and then select **Einstein Work Summaries**.
2. If it’s not already on, turn on **Einstein Work Summaries**.
3. Click the **Conversation Catch-Up** tab.
4. To show conversation summaries to supervisors when they start monitoring a voice call or messaging session, turn on **Supervisor Summaries**.
5. To show conversation summaries to service reps when a voice call or messaging session is transferred to them from another service rep or bot, turn on **Agent Summaries**.
    
    ![Work Summaries Setup page, Conversation Catch-Up tab](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/work_summaries/work_summaries_ccu_toggles.png)

A conversation must have at least 10 text-based entries before a summary can be generated. These entries don’t include menus from bots, menu selections from the customer, auto-responses, or other rich content that might be sent as part of the conversation.

Conversation Catch-Up summaries can be translated if Agent Translation is enabled. When Agent Translation is enabled, the Conversation Catch-Up summary is generated in the transcript language, not in the configured language. Conversation Catch-Up is available in ten languages: Brazilian Portugese, Dutch, English, French, German, Italian, Japanese, Mexican Spanish, Portuguese, Spanish, and Swedish.