How to summarize an Intercom conversation into the current issue
A conversation summary helps another teammate understand what the customer needs and what has already happened. It should explain the latest state rather than repeat every greeting and follow-up.
Start with the right material.
- What you provide
- one expanded readable Intercom conversation.
- The intended result
- A support handoff from one expanded conversation.
How the workflow works.
Group the supplied messages into the reported problem, actions taken and open questions. Keep commitments and customer confirmations attributed to the correct participant.
What to check in the result.
Check the final messages and preserve uncertainty around unconfirmed results. A proposed solution should remain proposed until the available record shows that it worked.
Preview the Markdown to check headings, lists and links as well as the words. Keep source references with the document so a reviewer can trace important statements back to the material you supplied.
Learn from the worked example.
The downloadable Markdown example shows one possible organization of the result. Read it alongside the source example and notice which statements are recorded facts, proposed wording or questions still needing an answer.
The supplied example is illustrative. It is not a recorded run on your data.
Download the example ↓Use it with your own material.
- Open the source you want to work with and activate WebAct on that tab.
- Copy the task from the hero, add any required fields or preferences, and review the proposed actions.
- Compare the first result with your source. Ask for a specific correction or refinement where needed.