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Captivated makes it easier to review past conversations with AI-powered summaries and Bubble-Based Scrolling. Quickly catch up on customer interactions, navigate lengthy message histories, and find the context you need without reading every message.

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AI Conversation Summaries

AI Conversation Summaries automatically generate a concise recap of completed customer conversations, helping your team understand what was discussed and pick up where the conversation left off. AI Conversation Summaries is a premium, usage-based feature. Contact Captivated Support to learn about pricing or enable it for your account.

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How AI Summaries Work

When an eligible SMS conversation is marked Completed, Captivated automatically generates a summary and attaches it to the conversation. Summaries highlight key details from the interaction, making it easier to:
  • Catch up on previous customer conversations.
  • Review completed interactions without reading the entire message history.
  • Hand off conversations between team members.
  • Quickly understand customer needs and prior discussions.
Once the feature is enabled, summaries are generated automatically when eligible conversations are completed.

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When Is a Summary Generated?

A summary is generated when:
  • AI Conversation Summaries is enabled for your account.
  • The conversation is on an SMS channel configured for summaries.
  • The conversation is marked Completed.
  • There is enough conversation content to generate a meaningful summary.
Some conversations may not receive summaries, including group conversations, conversations with insufficient content, or conversations where summary generation is unsuccessful. Only successfully generated summaries count toward your usage.

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Viewing Your AI Summary Usage

AI Summaries are billed based on usage. You can review how many summaries your account has generated during the current billing cycle.
  1. Click the Settings (gear) icon in Captivated.
  2. Select Account Usage.
  3. Locate your AI Summary usage alongside your other account usage information.
Account Usage displays your usage for the current billing cycle, including your included allowance and applicable overage. When does usage update? Account Usage refreshes automatically once per day, typically overnight. Recently generated summaries may not appear immediately. If you need an updated count sooner, contact Captivated Support.

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Frequently Asked Questions

No. Once enabled, AI Summaries are automatically generated when eligible SMS conversations are completed.
No. Summaries are generated only for eligible conversations on configured SMS channels. Group conversations and conversations without sufficient content may not receive summaries.
No. Only successfully generated summaries count toward your usage.
Usage beyond your included allowance is billed as overage, according to your account’s pricing.
Contact Captivated Support to enable the feature or discuss your account’s configuration and pricing.

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Bubble-Based Scrolling

Bubble-Based Scrolling makes it easier to navigate long conversations by showing helpful context as you scroll through a message history. Instead of searching through individual messages to understand where you are in a conversation, a small informational bubble provides an overview of the section you’re viewing.

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What Does the Bubble Show?

As you scroll through a conversation, the bubble displays:
  • Date range: The dates associated with the messages you’re viewing.
  • Message count: How many messages occurred during that period.
  • Participants: Who was involved in the conversation.
  • AI Summary: A short recap of the conversation, when AI Summaries is enabled and a summary is available.
You do not need the paid AI Summaries add-on to use Bubble-Based Scrolling. The date range, message count, and participants remain available without it.

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How to Use Bubble-Based Scrolling

  1. Open a conversation in Captivated.
  2. Scroll upward through the conversation history.
  3. Watch for the informational bubble as you navigate older messages.
The bubble updates automatically based on the portion of the conversation you’re viewing. There’s nothing to enable or click to use the scrolling feature.

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Need Help?

If you’d like to enable AI Conversation Summaries, have questions about usage or billing, or need assistance with either feature, contact Captivated Support using the headphone icon in the lower-left corner of your Captivated screen.