You can summarize conversations on Salesforce Service Cloud based on the Open AI 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 Developer Console 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.
Enable summary events
You can determine which event will generate a conversation summary at the organization level. To do so, set the
Sendbird__EnableSummarizeOnOwnerUpdate__c values of the
Open Developer Console in Salesforce.
Go to Debug > Open Execute Anonymous Window in the menu bar and execute the following code. Depending on your needs, you can set only one of the events to
- Once you’ve updated the object, you can verify it by clicking the Query Editor tab at the bottom of the Developer Console window and executing the following query.