Theme
Summary Panel
The summary panel provides an auto-generated overview of the conversation that updates as the interaction progresses. Use it to quickly understand the situation, track what has been done, and know what comes next.
Summary panel showing Situation card, Action items, and Next Steps with edit and save buttons
Summary Contents
The summary is divided into three sections:
Situation
A brief description of why the customer contacted you and what their issue is. This updates as the conversation reveals more details.
Action
A list of steps that have been taken during the conversation. Each action item appears on its own line.
Next Steps
Recommended follow-up actions after the conversation ends (e.g., "Schedule follow-up call in 48 hours" or "Escalate to billing department").
Auto-Refresh
The summary refreshes automatically at a configurable interval (default: every 60 seconds). Each refresh calls the AI to regenerate the summary based on the latest conversation transcript.
You can also click the refresh button in the panel header to manually trigger an update at any time.
Editing the Summary
Both the Situation and Action sections are editable:
- Click the edit (pencil) icon next to the field you want to modify
- The field becomes editable -- make your changes
- Click confirm (checkmark) to save your edit, or cancel (X) to discard
Locking Edits
When you edit a field, it becomes locked -- auto-refresh will not overwrite your changes. This prevents the AI from reverting your manual corrections.
- A lock icon appears on fields you have edited
- Locked fields retain your text even when the summary auto-refreshes
- Other fields continue to update normally
TIP
Edit only what needs correction. Leave unedited fields unlocked so they continue to receive AI updates as the conversation progresses.
Actions
The panel header has several action buttons:
| Button | Icon | Description |
|---|---|---|
| Refresh | sync | Manually regenerate the summary from the latest transcript |
| Copy | content_copy | Copy the full summary text to clipboard |
| Save | save | Save the summary to your CCaaS platform (see below) |
| Download | download | Export the summary as a PDF document |
Saving to CCaaS
The Save button pushes the conversation summary to your CCaaS platform:
| Provider | What Happens |
|---|---|
| Genesys Cloud | Updates the conversation's wrap-up notes (provisional) with the situation and action. Also stores summary fields in participant attributes (Situation, Action). |
| Salesforce | Dispatches a save event to the parent Lightning Web Component, which can update case fields. |
| Other providers | Falls back to copying the summary to your clipboard. |
Sentiment Indicator
When available, the summary panel displays the overall conversation sentiment (e.g., positive, neutral, negative) based on the AI analysis.
When the Summary Is Empty
The summary panel shows an empty state when:
- The conversation has just started and there is not enough transcript content yet
- The summary generation is still in progress (a loading indicator appears)
- An error occurred during generation (the panel shows an error message with a retry option)