Automatically summarize conversations with AI

AI capabilities in Front help teams increase productivity and efficiency when responding to customer inquiries. Use Summarize to quickly gather context on long conversations to help you plan your next steps and keep teams in sync.

Check out our Front Academy course here to learn more about increasing productivity with AI features.

• To enable automatic summaries: Select the shared inboxes you’d like to auto-summarize in the Inboxes with Front AI enabled setting via the Front AI tab in workspace settings.

• To enable manual summaries: Select at least one inbox in the Inboxes with Front AI enabled setting via the Front AI tab in workspace settings. The manual summary option will then be available for conversations in any inbox, even they are not selected in your AI settings.

Front’s generates conversation summaries that automatically update, allowing all your teammates to see the same summaries and use them as shared resources.

The AI-provided summary is generated at the top of a conversation using the message and comment content. Click the summary to see a list of inquiries, takeaways and related knowledge, which allows teammates to quickly catch up on a customer inquiry.

You can manually generate summaries for conversations by clicking the three-dot menu in the conversation header, then selecting Summarize.

When you open the summary, you'll see a bulleted list in the Conversation context panel.

Click the copy icon to copy the summary contents and paste in a comment or outside of Front.

Some activities represent inquiries. They are distinguishable with the status icon on their left. Hover over it to see the status of the request. You can copy the information by hovering a message and typing Cmd+C (Mac) or Ctrl+C (Windows).

Click # hidden to see additional activities, or select an activity to jump to it in the conversation.

Use the filter feature at the top of the outline to focus on a specific request or pinned comments.

If the AI detects multiple requests in the same conversation, you can select a request to focus on a subset of messages.

Enterprise plan + Autopilot add-on only: For advanced workflows, use the Generate summary dynamic variable in rules and macros to generate an AI summary of the conversation with Autopilot.

See this article to learn more.

For inquiries, if AI detects similar conversations or related knowledge articles from the sources configured in your settings, you’ll see them underneath message summaries in the conversation outline. Click the arrows to expand and view the content. Use this feature to quickly learn from previous solutions to resolve your current inquiry.

For similar conversations, hover over a conversation preview to see a summary. Click the arrow icon to view the entire conversation in a new window. For knowledge base articles, click on the article to open it in a new window.

The benefits of using similar conversations include:

• Handling complex inquiries faster and more efficiently

• Reducing the need to manually search through previous conversations or knowledge base articles

• Learn from prior conversations to identify trends and improve processes

Only English is officially supported at this time. While it is possible to use this feature with other languages, unexpected results may occur.

Yes. The AI-provided summary automatically updates with every new message or new comment after the initial summary is generated. This means that the summary can change over time so it’s always up-to-date.

Once inboxes are selected in the Inboxes with Front AI enabled setting, automatic summaries will be generated in those inboxes once a conversation contains four messages. Summaries will only be generated for conversations that are created after the feature has been enabled.

No. Once a summary is generated, it will stay in the conversation header. You can minimize and expand it as needed.

No. Summarize only uses written content in the conversation’s messages or comments.

Yes. Each teammate account has a limit of 200 manually-triggered summaries per day. This limit is separate from Front’s other AI features. See here to review other rate limits.

Check our ideas portal here to see if your idea or feedback already exists.

• If it exists, you can upvote and/or comment on the idea to add additional details or describe the importance to your team’s workflows.

• If it doesn't exist, you can submit a new idea by clicking Add a new idea and share details about your idea and/or the problem you're having.

Doing any of those actions will ensure your feedback is reviewed by our Product team. This will also subscribe you to any updates and progress made on those ideas.

If you're encountering a bug and need support, please reach out to our Support team.

See this article for additional AI FAQs.

This feature is available to the following plans with the Copilot or Autopilot add-ons:

• Latest plans: Starter, Professional, Enterprise

• Legacy plans: Growth, Scale

If you are on a legacy plan and don't have access to these features, you can update to one of our latest plans in your Billing settings or contact your account manager. Users with high usage in a short period of time may encounter rate limits.