Enabling Conversation summary with Zoom AI

Account owners and admins can enable or disable the Conversation summary with Zoom AI for Zoom Contact Center. When enabled, agents receive AI-generated summaries across live, transferred, and past engagements, reducing time spent reading back through a conversation and documenting customer interactions.

Conversation summary provides three capabilities, which you control independently:

 
CapabilityControlled by
Summaries of past engagements, shown in the Recent Engagement widget and the Consumer History panelThe master Conversation summary toggle
A summary of the prior portion of an engagement when it is transferred or escalated to an agentThe Show handover summaries checkbox
The Summarize this engagement button, allowing agents summarize the live conversation on demandThe Allow agents to summarize their current conversation checkbox

Learn more about using Conversation summary with Zoom AI and how Zoom AI features handle your data.

For language availability, review the supported languages for Zoom AI features.

Requirements for enabling Conversation Summary with Zoom AI

Note: Zoom AI may not be available for select verticals and select clusters.

Table of Contents

How to enable or disable Conversation summary for the account

Enable or disable Conversation summary for the entire account

This setting allows account owners or admins to enable or disable Conversation summary for all users in the account.
  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the top-right corner, click your profile picture or initials, then click Admin Center.
  3. In the side menu, click CX management .
  4. Click Contact Center then Preferences.
  5. Click the Account tab, then select General settings.
  6. Scroll down to the Zoom AI section.
  7. Next to Conversation summary, click the toggle to enable or disable it.
  8. If a verification dialog appears, click Enable or Disable to verify the change.
  9. When the toggle is enabled, the Show handover summaries and Allow agents to summarize their current conversation checkboxes appear. Both are selected by default.
  10. Select or clear each checkbox to control which agent-facing capabilities are available. See Summary options below.
  11. (Optional) To prevent all users in your account from changing this setting, click the lock icon , then click Lock to confirm the setting.
Note: When the Conversation summary toggle is disabled, agents receive no summaries of any kind, and both checkboxes are hidden.

How to enable or disable Conversation summary for a queue

Enable or disable Conversation summary for a queue

This setting allows account owners or admins to enable or disable Conversation summary for a specific queue. Changes apply only to users in the selected queue.

  1. Sign in to the Zoom web portal as an admin with the privilege to edit queue settings.
  2. In the top-right corner, click your profile picture or initials, then click Admin Center.
  3. In the side menu, click CX management .
  4. Click Contact Center then Queue.
  5. Click the name of the queue you want to edit.
  6. Click the Policy tab.
  7. Scroll down to the Zoom AI section.
  8. Next to Conversation summary, click the toggle to enable or disable it for this queue.
  9. If a verification dialog appears, click Enable or Disable to verify the change.
  10. Settings inherited from the account are labeled Using account setting. Changing the toggle or a checkbox overrides the account setting for this queue only.
  11. (Optional) Select or clear the Show handover summaries and Allow agents to summarize their current conversation checkboxes as needed.
Note: If the account-level setting is locked, the queue-level setting cannot be changed.

Summary options

Show handover summaries

Displays a summary of the previous interaction to the receiving agent, both before and after they accept the engagement. The summary appears in the inbound notification and remains available as a card in the engagement view, labeled with its source. For example, Escalated from virtual agent. Clear this checkbox if you do not want agents to see summaries of the prior portion of transferred or escalated engagements.

Allow agents to summarize their current conversation

Displays the Summarize this engagement button in the Engagement details panel, letting agents generate a summary of the live conversation at any point.
Summaries can be generated up to 3 times across the active engagement and wrap-up. Once an agent reaches the limit, the Re-generate option is disabled for the remainder of that engagement. Clear this checkbox if you do not want agents to generate summaries on demand.

Clearing both checkboxes

Both checkboxes are optional. If you clear both while leaving the Conversation summary toggle enabled, agents will not see handover summaries or the on-demand summary button, but Zoom AI still generates a summary at the end of each engagement. Those summaries remain available to agents in the Recent Engagement widget and the Consumer History panel if consumer history function is enabled. .
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This setting was previously named Summarize engagement conversations. It has been renamed Conversation summary and is located under the Zoom AI section.