When AI Companion is enabled, each conversation can have an AI-generated brief: a short, actionable summary of the thread and what to do next. Support staff can read it at a glance instead of scanning the full history.
What the brief contains
The brief is a few sentences that cover:
- What the customer needs – The main request or issue.
- Current status – Where the conversation stands (e.g. waiting on info, partially resolved).
- What to do next – Recommended next step for the support person, if any.
The text is plain and concise, with no markdown or extra formatting, so it’s quick to skim.
Where to find it
The brief is shown in the brief panel in the conversation view. Open a conversation and use the brief panel (often to the side or in a slide-out) to see the summary alongside contact details, tags, and submission metadata.
When the brief updates
The brief is generated and updated automatically:
- When a customer sends a message – Each new customer message triggers a new brief so it reflects the latest state of the conversation.
- Only when AI Companion is enabled – If AI Companion is off for the form, no brief is generated.
You don’t need to refresh or click anything; once the pipeline has run (after the new message is stored), the brief is updated and will appear the next time you load or refresh the conversation.
Related
- What is AI Companion – Overview of AI features.
- Using AI suggestions – How reply suggestions work in the same flow.