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Submitted

Customize AI Summary Content for Inbound Calls

  • May 27, 2026
  • 2 replies
  • 34 views
Henrik R
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We would like more control over what is presented in the AI Summary for inbound phone calls.

Today, the AI Summary for inbound calls is automatically generated and cannot be customized. It would be very valuable if admins could influence or enrich the generated summary based on captured attributes during the call.

Example use cases:

  • Identification number

  • Store number

  • Customer ID

  • Order number

  • Selected menu option / routing path

If these attributes are captured during the conversation or workflow, it would be extremely helpful to:

  • Include them automatically in the AI Summary

  • Control how they are formatted/presented

  • Prioritize important operational data at the top of the summary

Example:
“Customer called regarding invoice issue. Store number: 12345678. Routed via Billing queue.”

This would make inbound call summaries much more actionable for support teams and reduce the need to manually listen back to calls or search for key identifiers.

Henrik Rossini

    2 replies

    J
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    • Jaden Ahn
    • Connector
    • May 30, 2026

    Henrik, the store number / customer ID detail stood out to me. If the summary misses those fields, the AI can sound useful while still forcing the team to replay calls or hunt through workflow data.

    I'm not with Intercom and don't sell a support bot, but I'm testing whether teams evaluating support AI would want a small real-case comparison: customer details removed, same past conversations or call transcripts, short readout on which option preserves the operational details a human needs afterward.

    Would that be useful?

    S
    Intercom Team
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    Hi ​@Henrik R, Seán here from the Fin technical support team 👋 I’ve converted this to an idea so it is cataloged right, it would be a good feature to have, thanks for sharing it. The best place to raise and track requests like this is our Community Product Wishlist. I'd recommend searching there first to see if a similar idea already exists, and if it does you can upvote it or add your comments. If not, you can create a new request here: Product Wishlist.

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