Summarize Long Conversations With AI in Messello

Messello AI can summarize a long conversation in one click. When a thread has dozens of messages, open it and use the Summarize action. The AI produces a short recap of what the customer needs and what's happened so far — perfect for handoffs, shift changes, and escalations.

Summarize a conversation

1. Open a long conversation in app.messello.com.
2. Click Summarize (in the conversation actions).
3. Read the AI-generated summary — the key request, context, and current status.

When summaries help most

• Handoffs. A teammate takes over without re-reading the whole thread.
• Escalations. Give a manager the context in seconds.
• Reopened conversations. Catch up on a thread that went quiet and came back.
• Multi-channel threads. Understand a back-and-forth that spans email, chat, and WhatsApp.

Accurate, not invented

Summaries are generated from the actual messages in the conversation, so they reflect what was really said. Skim the summary, then open the full thread if you need exact details before replying.

Pair a summary with the ✨ Draft with AI button: summarize to catch up, then draft a grounded reply.

Tips

• Use it before assigning. A quick summary makes assignment decisions faster.
• Add context in an internal note if the AI misses something specific, so the next agent has the full picture.

Included in your plan

AI summaries are part of the ai_assist feature on Growth and Scale plans, with no per-message fees. See what's included in Messello AI or compare plans.