Zia Conversation Summary: Context at a glance for every customer interaction

Zia Conversation Summary: Context at a glance for every customer interaction

Hello everyone!

Every customer conversation tells a story—but in CRM, that story is rarely in one place.
  • A sales rep moving between multiple leads has to reopen long email threads, check call remarks, and revisit meeting notes just to remember what was discussed.
  • Account executives joining a deal mid-way, or support engineers stepping in post-sale, face the same challenge of understanding customer conversation details before they can act.
  • Even managers reviewing the records of their subordinates spend more time piecing together the context of what happens between the customer and his team member than actually making decisions.

Conversation Summary in Zoho CRM addresses these everyday challenges by giving every user a quick, Zia-generated recap of recent conversations associated with a record. It brings together details from emails, calls, meetings, and notes into one coherent summary that highlights what matters most, the essence of past discussions, outcomes, and next steps.

What makes it more powerful is that Zia doesn’t just summarize, it interprets. Conversation Summary identifies delays, missed follow-ups, commitments, deadlines, sentiments, and intents hidden across customer interactions, so users can see not only what happened, but also what was missed or left unresolved.

With this, anyone, whether they’re taking over a lead, re-engaging a quiet prospect, or simply revisiting an ongoing deal, can instantly understand the full conversation trail before moving forward.

How it works

  • Zia reviews recent interactions linked to a record and summarizes up to ten entries each from emails, calls, meetings, and notes, ensuring you see only the most relevant, recent information.
  • When Call Transcription is enabled, Zia analyzes both the transcription text and associated call fields to produce more accurate, human-like summaries. When transcriptions aren’t available, it builds summaries from the fields filled in the call record like Call Subject, Purpose, Agenda, etc.
  • Only conversation-related notes are considered, preventing non-contextual or internal notes from cluttering the summary.

Why it matters

Conversation Summary saves time across every stage of the sales process.
  • Sales reps can walk into a meeting fully aware of the customer’s last concerns without reading every email.
  • Managers can review deal interactions faster, identifying patterns and blockers at a glance.
  • Team members joining at later stages—whether for demos, negotiations, or implementation—gain instant clarity, keeping collaboration smooth and informed.

To view the conversation summary, your profile must have:
  1. The View result permission for Smart Prompt, and
  2. The Summary permission under Zia.

Notes
Points to be noted:
  1. Conversation Summary is part of Smart Prompt and is available through the Record Assistant for the Zia (Zoho's native model).
  2. Available for Professional and above editions of Zoho CRM.
That's all for the announcement. Let us know your feedback in the comments below.

Thanks,
Nizamuddin

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