Zia real-time summaries in Guided Conversations | Zoho Desk

Hello everyone!

Let's say you’re an agent taking over a chat where a customer was booking a flight through a bot on WhatsApp. They've already shared key details, like their destination, travel date, and number of passengers. You need to understand the conversation quickly without making them repeat everything.

This is where Zia’s real-time summaries in Guided Conversations (GC) help.

When you add a Zia summary block to a GC flow on your messaging channels, Zia generates summaries based on user responses collected through the Guided Conversation flow. You don’t have to scroll back or ask the customer to repeat anything.

Each summary is associated with a specific session. When a new conversation begins, Zia creates a new summary. If a chat goes idle and closes, Zia stops updating the summary.

Multiple summaries for different parts of the chat

You can add multiple Zia summary blocks in your single GC flow to track on different parts of a chat.

In an ecommerce conversation, one block can capture what the customer ordered, another can track delivery preferences, and a third can summarize payment details. Each part stays separate, so you can see the orders, shipping, and payment summaries clearly.

The same works in banking. A customer may verify their account, ask about a transaction, and then request a statement. Each step can have its own summary block. You get complete context at every stage. Customers feel understood, and you can respond accurately.

 

Smooth handoffs to live agents

If the bot handles the first part of a chat and then transfers it to a live agent, the agent instantly sees the full summary of what has been discussed. No need to ask, “Can you tell me that again?” You can also show the summary to customers within the chat to confirm what's been covered so far.

 

Automatic ticket creation

Zia can also turn its summary into a Desk ticket.

For example, if the summary says “Flight booking for 2 passengers on September 20,” Zia pulls that exact information from the conversation and adds it to the new ticket’s subject and description. No manual copy-pasting. No missing details.

When the chat is handed off to the live agent, the ticket already includes the full summary. The agent knows the full story before the chat even begins, so the customer doesn’t need to repeat a thing.

 

To conclude, Zia’s real-time summaries bring clarity and speed to every chat. Try adding a summary block to your next Guided Conversation and see how much smoother your IM chats become.

Let's talk!

Prabin | Desk Team

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