Automatically post AI-generated conversation summaries through your Fin workflows. With a simple setup process, you can ensure that key information from a conversation is easy to read and readily available to you and your team.
Common use cases for AI summary notes
After Fin hands over to a teammate: This is useful so you can understand what Fin tried to do before the conversation landed in your inbox.
After closing conversations: This is useful in cases where conversations reopen and you want to get up to speed quickly with what has happened in the conversation so far. It’s also useful when reviewing conversations retroactively for quality assurance.
Plan requirements: The Add summary note workflow action requires the Expert plan. On the Advanced plan, teammates can generate summaries manually from the inbox but cannot trigger them automatically via Workflows.
Add an AI summary note to a workflow
From a Fin workflow, simply add a step and select the Add summary note action. Then save your workflow and set it live.
Once the action is triggered in a workflow, an AI summary note will be posted to the conversation. This will only be visible to teammates in your Fin workspace and on your helpdesk (if the conversation was handed over to Zendesk, Salesforce, etc.)
By default, summaries are generated in the detected language of the conversation — for example, a conversation in French will produce a French summary. If detection fails, the workspace's default language is used as a fallback. It's also possible to configure summaries to always generate in your workspace's default language, regardless of the conversation's detected language. Contact Intercom support to enable this for your workspace. For details on how the language is determined, see AI features available in the Inbox.
Note: These conditions apply to the Workflow step only — the manual inbox Summarize button is not subject to these limits. A summary will only be posted by this step if:
More than 3 messages in the conversation.
Less than 2 summaries posted per conversation/hour.
Less than 1,500 summaries per workspace/hour.
Phone call conversations are not summarized using this workflow step — a dedicated summary is generated for phone calls automatically.
To use AI Summarize as a manual button directly in the inbox, see AI features available in the Inbox.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts