Conversation summaries, in your customer's language

The summary card in the inbox customer panel now reads the entire transcript before writing a word — the old cutoff around 30,000 characters is gone, so a long support thread no longer gets summarized from its first half. And the summary is written in the customer's language: if the conversation is in Portuguese, the summary is too, because the person most likely to need it is the teammate about to reply in Portuguese. Topics and insight titles stay in English so they aggregate cleanly across your workspace.

Each summary also carries an AI-generated · {when}stamp, so it's always clear you're reading machine notes, and how fresh they are.

Analysis re-runs as conversations evolve, and it used to happily undo your edits. Not anymore. Correct a sentiment by hand and it becomes sticky — re-analysis will not overwrite it until the customer actually sends a new message. Remove a topic and it stays removed rather than reappearing at the next pass. The sentiment scale also gained an angrylevel, because “negative” was doing too much work — a mildly disappointed customer and a furious one deserve different triage.

Regenerate summarynow has a five-minute per-conversation cooldown. Summaries settle instead of churning, and the button can't be mashed while a conversation is mid-flight.