How to Set Up AI Summaries

AI summary fields use AI prompts to summarize data points throughout the lead, so that you can quickly review the major details. This article shows you how to add summary fields and where they appear in the leads, as well as how to view and create AI prompts for those fields.

To learn more about the different types of summary fields, read LeadsAI.

AI Summary Fields

Set Up an AI Summary Field

AI Summary fields can be added just like other custom field types in Manage > Custom Fields. Click Add Custom Field in the top right and select AI Summary from the dropdown. 

In the AI Summary Field modal, you can add the field’s name. Then, choose the summarization type (Lead, Messages, or Notes). Once you’ve selected the summarization type, you can choose from the created prompts for that type. 

Note: Prompts can vary. Use the existing managed prompts, or one of your own custom prompts. Learn more about setting up custom prompts.

If you are adding a Lead summary type field, you can select the AI Generation Trigger. Lead summary fields can be triggered to update:

• when changes are saved in the incident or intake fields
• upon initial creation (when the fields contain more than the minimum words), and afterwards on demand
• on demand, meaning whenever the “generate” button in the top right corner of the field is clicked

If you are adding a Messages or Notes type field, “On Demand” is automatically selected for the trigger. 

The Minimum Words to Trigger Summary field allows you to choose the minimum number of words in the fields that the prompt pulls from for the summary to run. For example, if you set the minimum words trigger to 100 for a messages AI summary field, the field will not run until 100 words are present in your correspondence. The default minimum word trigger is 50. 

Select the case types that you would like to include this field in, and fill out the rest of the field form as usual. Click Save. 

AI Summary Fields in a Lead

AI summary field types appear at or near the top of their respective sections in a lead. The AI summary fields are triggered based on the selected trigger, either whenever their input fields contain the minimum number of words set in setup, or when the “generate” icon in the top right corner of the field is clicked. (The “generate” icon will not appear until the input fields contain minimum number of words and summarization becomes available.)

AI summary generation can take a few minutes; you will see a loading icon while the field generates. 

If you would like to regenerate an AI summary with updated information, click the generate icon at the top right of the field. 

AI Prompts

View existing prompts or create your own custom prompts for AI summaries. To view and create prompts, navigate to Manage > Settings > Other Options > Manage AI. 

On this page, you’ll see the existing managed prompt library. Click view to see the prompt text and details for managed prompts. 

Above managed prompts, you’ll see any custom “editable” prompts. Click Edit on any of these to edit the prompt’s details.

Create an AI Prompt

To add a custom “editable” prompt, click Add New. Fill out the fields:

• AI Type: Lead, Notes, or Message; learn more about the three different summary types
• AI Modal: Lite (fast and lightweight) or Standard (general purpose)
• Prompt Name: the prompt name will be used to select this prompt when adding an AI summary field
• Prompt: this prompt provides specific instructions for a particular task. By default, the prompt field includes “I am going to provide some information to summarize. <information>{{Information}}</information>” This text should be included in your prompt.
• System Prompt: this prompt defines the AI’s overall behavior

When you’ve filled all the fields, click Save. The custom prompt now appears in the “Editable” table, and can be selected when adding or editing an AI field.