Conversation Intelligence
Communication Summaries turn long call histories, SMS conversations, email threads, and guest card notes into concise context that agents and managers can act on quickly.
In leasing workflows, important details are often buried inside emails, calls, voicemails, and text messages. Summaries help users understand the story without reviewing every interaction manually.
Agents can quickly understand what happened before taking over a lead.
Managers and replacement agents see the important details immediately.
Summaries support Morning Brief, lead scoring, prompt reports, and task suggestions.
flowchart TD
A[Communication Source] --> B{Type}
B -->|SMS Thread| C[Collect Recent Messages]
B -->|Email Thread| D[Collect Email Chain]
B -->|Call / Voicemail| E[Fetch Transcript]
B -->|Guest Card| F[Collect Recent Activities]
C --> G[Summarization Engine]
D --> G
E --> G
F --> G
G --> H[Structured Summary]
H --> I[Key Points]
H --> J[Risks / Objections]
H --> K[Follow-up Needs]
H --> L[Suggested Tasks]
H --> M[Guest Card / Morning Brief / Dashboard]
| Summary Type | What it Covers | Where Used |
|---|---|---|
| Thread Summary | Recent SMS or email exchange. | Communication view, guest card. |
| Guest Card Summary | Overall prospect story across channels. | Guest card overview, handoff. |
| Call Summary | Transcript or voicemail content. | Activity log, call record, Morning Brief. |
| Manager Catch-up | Important changes since last review. | Dashboard, Morning Brief. |
| Action Summary | Detected follow-ups and commitments. | Task Suggestions. |
Guest Card Summary:
The daughter is looking for assisted living for her father within 30 days. Main concerns are pricing, medication support, and whether pets are allowed. She prefers a quiet room and is available for a tour this Friday afternoon. Follow-up needed: send floor plan and confirm pet policy.
Scenario: The director has 20 missed calls and multiple guest card updates.
System behavior: AI creates a catch-up summary: “3 leads requested tours, 2 were wrong numbers, 1 urgent discharge, 4 need pricing follow-up.”
Result: The director prioritizes urgent opportunities without listening to every recording.
Scenario: During a call, the daughter mentions her father needs a quiet wing and dislikes noise.
System behavior: Summary includes “noise sensitivity / quiet location requested” and can suggest a tag or note.
Result: The touring agent prepares a better experience.
Scenario: Agent A handled the initial call, but Agent B will run the tour.
System behavior: Agent B opens the guest card and sees a concise summary of what matters.
Result: The family does not have to repeat their story.
| Field | Purpose |
|---|---|
| summary_text | Generated readable summary. |
| source_type | SMS, email, call, voicemail, guest card. |
| source_ids | Communication/activity records included. |
| key_topics | Pricing, tour, pet policy, care needs, urgency. |
| follow_up_items | Possible tasks or reminders. |
| created_by | AI model/system identifier. |
| review_status | Reviewed, edited, accepted, dismissed. |
Shows current story, recent changes, key objections, and suggested next steps.
Summarizes long conversations and highlights unanswered questions.
Displays call summary and links to transcript/recording when available.
User can regenerate or refresh after new activity.
Reduced time reading threads or listening to calls.
Number of summaries viewed or accepted.
How often summaries need correction.
Tasks created from summarized conversations.