Summary
Conversation Summary is a built-in generative AI features within Planhat
With Conversation Summary, you can summarize conversation threads (e.g. email chains) so you can quickly understand the key points without needing to read through long back-and-forth discussions
You consume AI credits in Planhat when you use this features
Who is this article for?
Anyone who would like to learn about Conversation Summary
Series
Planhat AI: Conversation Summary ⬅️ You are here
Article contents
Introduction
In today's busy world, everyone is looking for ways to be more efficient - you want to focus on value-adding, strategic actions that make the most impact, rather than spending large amounts of time carrying out admin tasks. Planhat's AI features can help make things quicker and easier, and in this article we will be focusing specifically on the "Conversation Summary" tool. This is a native generative AI feature within Planhat, which use Planhat's AI connection and therefore consume Planhat AI credits.
Conversation Summary
If you have a long email or chat message thread, back and forth between you and a customer or prospect, it can be hard to get an overview. For example, perhaps you are a CSM about to have a meeting with one of your customers, and you need to quickly get up to speed with a complicated support ticket the customer has in progress. Or perhaps a Company's ownership is changing in Planhat (e.g. from one CSM to another, or from Sales to CS), and the new owner doesn't have time to read lots of long email chains to catch up with previous discussions.
The Conversation Summary feature solves this issue - simply click the "Summarize" button, and it will generate a summary of the conversation thread. After it's created, that Conversation Summary is then visible when you (or your colleagues) view that conversation, meaning it's easy to understand the big picture without needing to scroll through lots of individual messages. You can regenerate the Summary to update it if new messages are added to the thread.
In this article, we'll take a more detailed look at this feature.
Conversation Summary
Tutorial overview
Click here, or on the image below, to access a Tutorial giving an overview of Conversation Summary.
What is Conversation Summary?
Conversation Summary is a helpful AI feature that lets you generate a quick summary of a long conversation thread (an email chain or a support chat with lots of back-and-forth messages), meaning you don't have to spend time reading every single message all to understand the key points.
Why use Conversation Summary?
Conversation Summary is a way that Planhat's native Gen AI features save you time by removing tedious manual work. It also reduces the risk that important information is missed because you didn't spot it buried within the correspondence.
Conversation Summary is particularly helpful if you weren't involved in a particular conversation - so you haven't seen the contents - but need to quickly know what's going on. For example:
You're a senior leader who's been brought in as an executive sponsor and you attend occasional meetings with a customer, perhaps because an issue has been escalated - you're busy and don't have time to read through a lengthy conversation thread, but you need to understand what's going on prior to a customer meeting
You're a CSM or TAM who's just been assigned an existing customer because the previous CSM or TAM has left your organization or is on vacation. You need to answer questions from the customer - perhaps on a call - but there is no time to review several very long email chains that have been ongoing with the customer recently
It can also be useful for your own conversations that occurred some time in the past - you can quickly and efficiently remind yourself of the contents using Conversation Summary.
How to use Conversation Summary
When you're viewing an applicable conversation, simply click on "Summarize", and Planhat's AI will read through the thread and summarize it for you.
If a Conversation Summary has already been generated for a conversation, you can click the "Open latest summary" button ...
... to view the Summary and see the date it was generated. Click "Summarize again" if you want to generate a new Summary if the existing one is out of date (e.g. you know there have been messages in the conversation since the Summary was created).
Troubleshooting: if you can't see the "Summarize" button
If you are looking at an applicable Conversation record but you can't see the "Summarize" button (or "Summarize again" button) ...
... check to see whether "AI Summary" is included within the Conversation Preview, configured in the "Profile" tab of the "Data Model" Global Tool for admins (with the Conversation model selected), as shown below.
Click the image to view it enlarged
Considerations for Conversation Summary
Security considerations
This native AI feature is powered by Planhat's connection to Vertex AI (Google Cloud's AI Platform), providing access to Gemini and Anthropic LLM models.
This means we (Planhat) have our own instance through Vertex AI, which lets us control data privacy and processing region. The input and output data is not available to third parties, and your data is not used to train models. If you're in the EU, your data is sent to instances in EU (adhering to data regulations in the region), or if you're in the US, you will use the US instance. Vertex AI does not store the requests or responses.
When you use the AI feature listed above, a request is sent from the Planhat API to our own instance of Vertex AI, the request is processed, and the response is sent back to our API. Every step is encrypted through https.
When using Conversation Summary, once we receive the response, we save it to the Planhat database to be able to show it again (when you want to view it at a later date) without reprocessing it.
Commercial considerations
Conversation Summary use Planhat's Vertex AI connection, so this feature use AI credits within Planhat.
You can read more about Planhat AI credits, including how to activate/purchase them for your tenant (organization), in our separate article, coming soon.
You can control the access of individual Planhat Users (your colleagues) to this feature via workflow permissions in Roles. Listed in the "Automation, AI and Workflow" category of workflow permissions, as shown below.
Additional resources
For an overview of all of Planhat's AI-related features, you can refer to:
"AI in Planhat" Help Center article
"AI in Planhat" video - this was made for original Planhat (app.planhat.com), but the principles remain the same