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Conversation Summaries endpoints

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Legal information

Conversation Memory, including the APIs, may use artificial intelligence or machine learning technologies and is subject to the terms of the Predictive and Generative AI/ML Features Addendum(link takes you to an external page). For more details on AI usage and data, see the AI Nutrition Facts.

Conversation Memory is not a HIPAA Eligible Service or PCI compliant and should not be enabled in workflows that are subject to HIPAA or PCI.

Conversation Memory is not intended for use with sensitive information about individuals. Twilio does not control what information comes from conversation channels and relies on you to ensure the data in customer profiles aligns with our acceptable use policy. Twilio does have limited guardrails in the form of a prompt exclusion that is designed to provide a minimal screening against inclusion of GDPR special category data(link takes you to an external page). As a reminder our profile technology uses generative artificial intelligence. Because generative artificial intelligence can make mistakes, review all outputs to ensure that the profile is correct.

Conversations products are only available in the new Twilio Console(link takes you to an external page). If your account hasn't been migrated, you'll be redirected to the legacy Console where these products won't appear.

Overview

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Conversation summaries are high-level recaps automatically generated from conversations that run through Conversation Orchestrator. Like observations, they are created when a conversation reaches the configured Closed state and are written back to the customer's profile.

Summaries focus on the overall conversation, such as the main topics discussed, the outcome, and the broader context of the interaction. They are less focused on specific customer preferences or durable user details, which is what observations are meant to capture.

Over time, new conversations add new summaries to the profile, giving agents a quick way to understand past interactions without reading every transcript.

Endpoints