Conversation summary

You can summarize conversations on Salesforce Service Cloud based on the OpenAI API for a quick and efficient overview. These summaries are generated whenever a certain event, such as an update in Case's status or owner, takes place and only visible to the agent-side of Salesforce Service Cloud. You can enable the feature on the Sendbird Support Chat Configuration page in your Salesforce organization account.

Note: This feature is free during the beta period. However, a usage cap may be applied without a notice during this period as our ChatGPT features continue to evolve. For pricing and plans for additional usage, contact our sales team.

When specific events occur within a Case, Salesforce Connector summarizes a conversation that has been taking place before the events and passes it along with the Case.

• Case status: A conversation summary is generated when a Case status changes. For example, a Case status changes from New to Escalated or Closed.

• Case owner: A conversation summary is generated when a Case owner changes. For example, a Case owner changes from being in a queue to an agent or from one agent to another.

You can choose which events trigger a conversation summary at the organization level. To configure this, go to the Sendbird Support Chat Configuration page and enable one or both of the following options:

• Enable Chat Summarize on Owner Update
• Enable Chat Summarize on Status Update

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