Hey @kevin b​, do you have any insight to share here? How would your team typically summarise bot responses when required?

That's an interesting question. Never really tried custom bots.

What insights do you think a summary would give you? In my experience, especially with text answers, a summary is not super helpful.

It would save myself and the our Support Team from having to scroll through a lengthy conversation. I could add a "data point" field and have the customer fill them in so that they appear in the conversation history, but a downside is that the data field is not easily visible if you include several words. From a support team standpoint, the less time we are scrolling and isolating the problem, the better.

Due to the bot and all of the questions I am asking, it would be difficult to manage over all.

Slack's Intercom integration has the closest thing to what I am imagining. The Conversation log includes all of the customer's comments in one place (and removes the bots questions)So I am going to assume there isn't a short term solution but this would be helpful for our Support Team. I think even if you could mark a response (manually within the chat bot) to be saved and displayed within the Inbox at the end of the conversation, would be helpful.