The AI Summary feature uses AI to generate a short, readable summary of a ticket or chat so agents can understand the context, customer intent, and tone quickly—without reading the full conversation thread.

AI Summary supports:

• Tickets — Summarizes the entire ticket conversation
• Customer Responses: Summarizes a single customer message in a ticket
• Chat Conversations: Summarizes the full chat interaction

Use AI Summary when you’re taking over a conversation mid-thread, reviewing a long ticket history, or preparing your next response faster.

Prerequisites

• In your BoldDesk Web, you must have enabled AI Copilot get access control
• You are signed in to the BoldDesk mobile app using an agent account.
• You can access the ticket or chat you want to summarize in the mobile app.

Summarize an Entire Ticket Conversation

Use this to get a quick overview of the full ticket thread.

1. Open the BoldDesk mobile app.

2. Go to Tickets, then open the required ticket.

3. Tap More options (⋮) in the upper-right corner.

   
   
   

4. Select AI Prompt Actions.

   
   
   

5. Click on the AI Prompt Actions dropdown.

   

6. Tap Summarize.

   
   
   

7. Review the generated Conversation Summary.

   

8. Optional:

   • Tap Regenerate to generate a new version of the summary.
   • Tap Copy & Close to copy the summary and close the window.

Summarize an Individual Customer Message

Use this when you want a summary of a specific customer message, not the full ticket conversation.

1. Open the required ticket.

2. Find the customer message you want to summarize.

3. Tap More options (⋮) for that message.

   

4. Tap Summarize.
   

   

5. Review the generated summary.
   

   
   
   

6. Optional:

   • Tap Regenerate.
   • Tap Copy & Close.

Summarize a Chat Conversation

Use this to get a quick overview of the full chat interaction.

1. Open Chats in the BoldDesk mobile app.

2. Open the required chat conversation.

3. Tap More options (⋮) for the conversation.

   

4. Tap Summarize.

   

5. Review the generated summary.

   

6. Optional:

   • Tap Regenerate.
   • Tap Copy & Close.

What the AI Summary Output Typically Includes

AI Summary is designed to be short and actionable. It typically highlights:

• The customer’s main request or issue
• Key details already provided (for example, symptoms, impacted items, or important context)
• The current state of the conversation (what has happened so far and what likely needs to happen next)

Frequently Asked Questions

1. What is AI Summary in BoldDesk?
   AI Summary generates a concise summary of a ticket or chat so agents can quickly understand the conversation context, customer intent, and overall tone.

2. What can AI Summary summarize in the mobile app?
   AI Summary supports:

   • Tickets (full ticket conversation)
   • Customer Responses (a single customer message)
   • Chat Conversations (full chat interaction)

3. How do I summarize an entire ticket conversation?
   Open a ticket → More options (⋮) → AI Prompt Actions → Summarize. Then use Regenerate or Copy & Close if needed.

4. Can I summarize a single customer message only?
   Yes. Use the More options (⋮) on the specific customer message, then tap Summarize.

5. What does AI Summary usually include?
   A summary of the main issue, key details already shared, and what the conversation indicates should happen next.

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How to Use AI Summary Feature in BoldDesk