Generating and viewing conversation summaries with Zoom AI
The Conversation summary with Zoom AI feature provides agents with AI-generated summaries across live, transferred, and past engagements, aiding in quick understanding and reference. Agents receive a handover summary when an engagement is transferred or escalated to them, can generate a summary on demand at any point during a live engagement up to 3 times, and can review automatically generated summaries of completed engagements in the Recent Engagement widget and the Consumer History panel.
Learn more about enabling Conversation summary and how Zoom AI features handle your data.
For language availability, review the supported languages for Zoom AI features.
Requirements for generating and viewing conversation summaries in Zoom Contact Center
Your admin controls which summary capabilities are available to you. Under the Conversation summary setting, two options determine what you see:
| Setting enabled by your admin | What you see as an agent |
|---|
| Conversation summary (main setting) | Summaries of past engagements in the Recent Engagement widget and the Consumer History panel (if consumer history is enabled) |
| Show handover summaries | A summary of the prior portion of an engagement when it is transferred or escalated to you |
| Allow agents to summarize their current conversation | The Summarize this engagement button in the Engagement details panel |
If a capability described in this article is not available to you, contact Zoom Support for assistance.
Note: Zoom Contact Center no longer supports devices running on Windows 32‑bit operating systems or 32‑bit browsers. To continue using Zoom Contact Center features, users must upgrade to a 64‑bit operating system and a 64‑bit browser.
Limitations for generating and viewing conversation summaries in Zoom Contact Center
- Agents can generate or regenerate a summary of the current conversation a maximum of 3 times per engagement. Once the limit is reached, the Re-generate option is disabled for the remainder of the engagement, including during wrap-up.
- Standard summaries are limited to approximately 150 words. If AI Expert Assist with the Engagement Handover tool is enabled for your account, summaries follow the structured template selected by your admin instead.
- Zoom AI may not be available for select verticals and select regional customers.
How to view a handover summary
When an engagement is transferred from another agent or escalated from a virtual agent, Zoom AI automatically generates a summary of the prior portion of the conversation so you can pick up without reading the full transcript.
- Sign in to the Zoom Workplace desktop app.
- In the navigation bar, click the Contact Center tab
.
Note: If you do not see the Contact Center tab , click the More tab 
, then click Contact Center . - When a transferred or escalated engagement is routed to you, review the inbound notification. In addition to the caller details, the notification shows a Summary card containing the AI-generated summary of the conversation so far.
- Click Accept to take the engagement.
- In the engagement view, the handover summary remains available as a card at the top of the conversation, labeled with its source. For example, Escalated from virtual agent, along with the time it was generated.
Note: The handover summary describes only the portion of the engagement that occurred before it was routed to you. To summarize the portion you have handled, generate a summary on demand.
How to generate summary during an engagement
- During an active engagement, in the right-side panel, click the Engagement tab.
- Click Summarize this engagement.
- The button changes to Generating summary, while Zoom AI processes the conversation.
- Review the summary in the Summary card. The card shows the time the summary was generated.
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To refresh the summary after the conversation progresses, click Re-generate.
- The counter next to the button (for example, 1/3) shows how many of your three generations you have used.
- After a summary is generated, a brief confirmation appears in place of the button for about two seconds before the Re-generate option returns.
- When the counter reaches 3/3, the Re-generate option is disabled for the rest of the engagement.
Note: The summary covers the current conversation you are handling. If your account uses AI Expert Assist with the Engagement Handover tool, the summary will follow your admin's structured template; otherwise, it is a standard summary of up to 150 words.
How to view the summary during wrap-up
- End the engagement to enter wrap-up.
- On the Wrap-up your engagement screen, select a value under Set a disposition.
- Review the Summary card below the disposition. This is the most recent summary generated for the engagement, with the time it was generated.
- If you have generations remaining, click Re-generate to produce an updated summary that reflects the full engagement.
Note: The three-generation limit is shared with the live engagement. If you already used all three, the Re-generate option is disabled.
How to view summaries of past engagements
When Conversation summary is enabled, Zoom AI automatically generates a summary at the end of every engagement and makes it available for later reference.
- Sign in to the Zoom Workplace desktop app.
- In the navigation bar, click the Contact Center tab .
Note: If you do not see the Contact Center tab , click the More tab , then click Contact Center . - Open the consumer's record using either of the following:
- The Recent Engagement widget, to review the consumer's most recent interactions.
- The Consumer History panel, to review the consumer's full engagement history.
- Select a past engagement to view its AI-generated summary, along with the time the summary was generated.
Note: Access to consumer history is also governed by your admin's Consumer History setting. If past engagements are not visible to you, contact your account admin.