The Ticket summary feature uses AI to generate a concise summary of a ticket's entire conversation history. Agents can generate a summary directly from the ticket at any time, so they can quickly understand the context without needing to read every individual message.
How it works
When an agent generates a summary, LiveAgent sends the ticket conversation to FlowHunt. The AI reads all ticket messages and returns a markdown-formatted summary, which LiveAgent stores in the ticket and displays in the ticket's body content.
The summary is tied to a specific point in time when it was generated. Once new messages are added to the ticket, either by customers or agents, the existing summary is marked as outdated, so agents know it no longer reflects the full conversation. An outdated summary can be refreshed anytime to cover new messages.
Note: This feature requires integration with FlowHunt. If you have not connected FlowHunt yet, complete that integration first before setting up the Ticket summary.
Setting up Ticket summary
To set up the Ticket summary feature:
- Navigate to Configuration > AI > Ticket Summary,
- select an integrated FlowHunt provider,
- and click "Save".
LiveAgent automatically creates and publishes a pre-set AI workflow in your FlowHunt account - no manual configuration is needed. The feature becomes available to all agents and in all tickets right away after saving.
Vice versa, to disable the feature, click the Delete button on the same screen.
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
To generate a summary in a ticket for the first time, open the desired ticket and click on the Summary section in the conversation panel. The generation starts right away, indicating "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Refreshing an outdated summary
When new messages are added to the ticket after the summary was generated, the summary is marked as outdated. To refresh it and cover the new messages in the summary, click "Refresh".
Note: Summaries are not refreshed automatically - it is always required to click Refresh.