The Ticket summary feature uses AI to generate a concise summary of a ticket's entire conversation history. Agents can generate or refresh a summary directly from the ticket at any time, so they can quickly understand the context without reading every individual message.
How it works
When an agent requests a summary, LiveAgent sends the ticket conversation to a FlowHunt AI workflow. The workflow reads all ticket messages and returns a markdown-formatted summary, which LiveAgent stores in the ticket and displays in the conversation panel.
Summaries are tied to a specific point in time. Once new messages are added by customers or agents after the summary was generated, the summary is marked as outdated so agents know it no longer reflects the full conversation.
Setting up Ticket summary
Ticket summary requires a FlowHunt AI provider connection. Once you select the provider, LiveAgent automatically creates and publishes the underlying AI workflow - no manual flow configuration is needed.
- Go to Configuration > AI > Ticket Summary.
- Select a FlowHunt AI provider from the dropdown.
- Click Save.
The summary feature becomes available in all tickets right away after saving.
Vice versa, to remove the integration, click Delete configuration on the same screen.
Note: If you have not connected a FlowHunt provider yet, see Integrating FlowHunt as an AI provider.
Using Ticket summary
The summary section appears at the end of the conversation panel in every ticket. It is collapsed by default and shows the current state of the summary.
Generating a summary
- Open a ticket.
- Find the Summary section in the conversation panel.
- Click Generate. The section shows "Generating summary..." while the AI processes the conversation.
- Once complete, expand the section to read the summary.
Refreshing an outdated summary
When new messages are added after the summary was generated, the summary is marked as outdated. Click Refresh to generate an updated summary covering also the latest messages.
Note: Summaries are not refreshed automatically - an agent must click Refresh.