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 on Compose and Summarize 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 Topics and Copilot setting via the Front AI tab in workspace settings.

• The manual summary option is available on any conversation as long as one AI feature is activated.

Front’s Copilot 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 Copilot panel.

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

Email conversations only: For advanced workflows, you can use a conversation's AI summary as a dynamic variable in rules and macros. The summary will be available in the dynamic variable if it was previously generated on the conversation.

This feature is available on the Enterprise plan.

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 the Topics and Copilot setting is toggled on and inboxes are selected, 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.

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 on all the latest plans.

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.