For AI agents: a documentation index is available at the root level at /llms.txt and /llms-full.txt. Append /llms.txt to any URL for a page-level index, or .md for the markdown version of any page.
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HomeDocsAPI ReferenceMCP ServerChat SDKsRelease Notes
HomeDocsAPI ReferenceMCP ServerChat SDKsRelease Notes
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      • Handoff integrations
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  • Overview
  • Limitations
HandoffsHandoff management

Transcript summaries

Overview

Ada can automatically attach a summary of an end user’s conversation to a Handoff transcript. This summary helps support agents quickly determine the reason for the escalation.

  • The summary includes all messages exchanged between the end user and the AI Agent.
  • The summary appears after the last message of the transcript.
  • Summaries only consider text messages, not button clicks.
  • Summaries are available for conversations in all languages.

Limitations

Transcript summaries have the following constraints:

  • Platform availability: Transcript summaries are currently available for Zendesk Live Chat (Zopim and ZAW), Zendesk Ticketing, Salesforce Live Chat, and the Email Handoff block.

Have any questions? Contact your Ada team, or email us at help@ada.cx.

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Salesforce Handoffs

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