Summarize a conversation in the conversations inbox

You can use AI to quickly summarize the contents of an extended conversation in the conversations inbox, which can be especially helpful if you're handing off a conversation to another agent and you want to ensure that any critical context is conveyed before reassigning the thread.

Please note: Please avoid sharing any sensitive information in your enabled data inputs for AI features, including your prompts. Admins can configure generative AI features in account management settings. For information on how HubSpot AI uses your data to provide trustworthy AI, with you in control of your data, you can refer to our HubSpot AI Trust FAQs.

Understand AI-generated content best practices

• Proofread and edit your AI-generated content before publishing it.
• Balance the use of AI-generated content with content written by a human. You can easily edit or customize a summary and also tag a teammate alongside the generated content.
• While HubSpot has security measures in place, the summarization feature may occasionally generate incorrect, biased, offensive, or misleading information. Verify the accuracy of the output's content, especially any statistics or facts.
• The large language model that powers this feature tends to produce inconsistent results in non-English languages. HubSpot is working on better supporting these languages in the coming months. For now, use extra care in checking non-English content for accuracy and clarity. 

Generate a conversation summary

• In your HubSpot account, navigate to CRM > Inbox.
• Click a conversation.
• In the comment section, click the bulb light bulb icon to generate a summary.

Please note: summarizing WhatsApp conversations is not currently supported.