Merge branch 'develop' into summaries

app/javascript/dashboard/api/captain/tasks.js

@@ -37,14 +37,17 @@ class TasksAPI extends ApiClient {
   /**
    * Summarizes a conversation.
    * @param {string} conversationId - The conversation ID to summarize.
-   * @param {AbortSignal} [signal] - AbortSignal to cancel the request.
+   * @param {Object} [options] - Additional options.
+   * @param {boolean} [options.forceRegenerate] - Force regeneration of cached summary.
+   * @param {AbortSignal} [options.signal] - AbortSignal to cancel the request.
    * @returns {Promise} A promise that resolves with the summary.
    */
-  summarize(conversationId, signal) {
+  summarize(conversationId, { forceRegenerate = false, signal } = {}) {
     return axios.post(
       `${this.url}/summarize`,
       {
         conversation_display_id: conversationId,
+        force_regenerate: forceRegenerate,
       },
       { signal }
     );

app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue

@@ -1,6 +1,7 @@
 <script setup>
 import { computed, ref } from 'vue';
 import { useRouter } from 'vue-router';
+import { useI18n } from 'vue-i18n';
 import { useStore, useMapGetter } from 'dashboard/composables/store';
 import { getLastMessage } from 'dashboard/helper/conversationHelper';
 import { frontendURL, conversationUrl } from 'dashboard/helper/URLHelper';
@@ -14,6 +15,8 @@ import PriorityMark from './PriorityMark.vue';
 import SLACardLabel from './components/SLACardLabel.vue';
 import ContextMenu from 'dashboard/components/ui/ContextMenu.vue';
 import VoiceCallStatus from './VoiceCallStatus.vue';
+import ConversationSummary from './ConversationSummary.vue';
+import Spinner from 'dashboard/components-next/spinner/Spinner.vue';
 
 const props = defineProps({
   activeLabel: { type: String, default: '' },
@@ -46,8 +49,10 @@ const emit = defineEmits([
 
 const router = useRouter();
 const store = useStore();
+const { t } = useI18n();
 
 const hovered = ref(false);
+const summaryRef = ref(null);
 const showContextMenu = ref(false);
 const contextMenu = ref({
   x: null,
@@ -344,12 +349,15 @@ const deleteConversation = () => {
         class="absolute flex flex-col ltr:right-3 rtl:left-3"
         :class="showMetaSection ? 'top-8' : 'top-4'"
       >
-        <span class="ml-auto font-normal leading-4 text-xxs">
+        <div class="flex items-center gap-1 ml-auto">
-          <TimeAgo
+          <ConversationSummary ref="summaryRef" :chat="chat" />
-            :last-activity-timestamp="chat.timestamp"
+          <span class="font-normal leading-4 text-xxs">
-            :created-at-timestamp="chat.created_at"
+            <TimeAgo
-          />
+              :last-activity-timestamp="chat.timestamp"
-        </span>
+              :created-at-timestamp="chat.created_at"
+            />
+          </span>
+        </div>
         <span
           class="shadow-lg rounded-full text-xxs font-semibold h-4 leading-4 ltr:ml-auto rtl:mr-auto mt-1 min-w-[1rem] px-1 py-0 text-center text-white bg-n-teal-9"
           :class="hasUnread ? 'block' : 'hidden'"
@@ -366,6 +374,26 @@ const deleteConversation = () => {
           <SLACardLabel :chat="chat" class="ltr:mr-1 rtl:ml-1" />
         </template>
       </CardLabels>
+      <!-- Expanded Summary Section -->
+      <div
+        v-if="summaryRef?.isExpanded"
+        class="mt-2 mx-2 mb-1 p-3 bg-n-alpha-1 dark:bg-n-alpha-2 rounded-lg"
+      >
+        <div v-if="summaryRef?.isLoading" class="flex items-center gap-2">
+          <Spinner :size="16" class="text-n-slate-10" />
+          <span class="text-xs text-n-slate-11">
+            {{ t('CHAT_LIST.SUMMARY.LOADING') }}
+          </span>
+        </div>
+        <div v-else-if="summaryRef?.error" class="text-xs text-n-ruby-11">
+          {{ summaryRef.error }}
+        </div>
+        <div
+          v-else-if="summaryRef?.formattedSummary"
+          class="text-xs text-n-slate-11 [&_ul]:list-disc [&_ul]:pl-4 [&_ol]:list-decimal [&_ol]:pl-4 [&_li]:my-0.5 [&_p]:my-1 [&_p:first-child]:mt-0 [&_p:last-child]:mb-0 [&_strong]:text-n-slate-12"
+          v-html="summaryRef.formattedSummary"
+        />
+      </div>
     </div>
     <ContextMenu
       v-if="showContextMenu"

app/javascript/dashboard/components/widgets/conversation/ConversationSummary.vue

@@ -0,0 +1,116 @@
+<script setup>
+import { ref, computed } from 'vue';
+import { useI18n } from 'vue-i18n';
+import { useStore } from 'dashboard/composables/store';
+import { useAccount } from 'dashboard/composables/useAccount';
+import { useMessageFormatter } from 'shared/composables/useMessageFormatter';
+import { FEATURE_FLAGS } from 'dashboard/featureFlags';
+import TasksAPI from 'dashboard/api/captain/tasks';
+import Button from 'dashboard/components-next/button/Button.vue';
+import { useTrack } from 'dashboard/composables';
+import { CAPTAIN_EVENTS } from 'dashboard/helper/AnalyticsHelper/events';
+
+const props = defineProps({
+  chat: {
+    type: Object,
+    required: true,
+  },
+});
+
+const { t } = useI18n();
+const store = useStore();
+const { isCloudFeatureEnabled } = useAccount();
+const { formatMessage } = useMessageFormatter();
+
+const isExpanded = ref(false);
+const isLoading = ref(false);
+const error = ref('');
+
+const captainTasksEnabled = computed(() => {
+  return isCloudFeatureEnabled(FEATURE_FLAGS.CAPTAIN_TASKS);
+});
+
+const cachedSummary = computed(() => props.chat?.cached_summary || '');
+const cachedSummaryAt = computed(() => props.chat?.cached_summary_at || 0);
+const lastActivityAt = computed(() => props.chat?.last_activity_at || 0);
+
+const isStale = computed(() => {
+  if (!cachedSummaryAt.value) return true;
+  return lastActivityAt.value > cachedSummaryAt.value;
+});
+
+const formattedSummary = computed(() => {
+  return cachedSummary.value ? formatMessage(cachedSummary.value) : '';
+});
+
+const fetchSummary = async () => {
+  isLoading.value = true;
+  error.value = '';
+  try {
+    const result = await TasksAPI.summarize(props.chat.id, {
+      forceRegenerate: false,
+    });
+    const {
+      data: { message: generatedSummary },
+    } = result;
+
+    if (generatedSummary) {
+      store.dispatch('updateConversationCachedSummary', {
+        conversationId: props.chat.id,
+        cachedSummary: generatedSummary,
+        cachedSummaryAt: Math.floor(Date.now() / 1000),
+      });
+    }
+  } catch (e) {
+    if (e.name !== 'AbortError' && e.name !== 'CanceledError') {
+      error.value = e.response?.data?.error || t('CHAT_LIST.SUMMARY.ERROR');
+    }
+  } finally {
+    isLoading.value = false;
+  }
+};
+
+const toggleSummary = async () => {
+  if (isExpanded.value) {
+    isExpanded.value = false;
+    return;
+  }
+  isExpanded.value = true;
+  useTrack(CAPTAIN_EVENTS.SUMMARIZE_USED, {
+    conversationId: props.chat.id,
+    uiFrom: 'conversation_list',
+  });
+  // Only fetch if no cached summary
+  if (!cachedSummary.value && !error.value) {
+    await fetchSummary();
+  }
+};
+
+const onButtonClick = e => {
+  e.stopPropagation();
+  toggleSummary();
+};
+
+defineExpose({
+  isExpanded,
+  isLoading,
+  error,
+  formattedSummary,
+  captainTasksEnabled,
+  isStale,
+});
+</script>
+
+<template>
+  <Button
+    v-if="captainTasksEnabled"
+    icon="i-material-symbols-auto-awesome"
+    slate
+    ghost
+    xs
+    :title="t('CHAT_LIST.SUMMARY.TITLE')"
+    class="opacity-0 group-hover:opacity-100 transition-opacity"
+    :class="{ '!opacity-100': isExpanded }"
+    @click="onButtonClick"
+  />
+</template>

app/javascript/dashboard/composables/useCopilotReply.js

@@ -34,11 +34,21 @@ function getEventPrefix(action) {
  * @param {string} action - The action type
  * @param {number} conversationId - The conversation ID
  * @param {number} [followUpCount] - Optional follow-up count
+ * @param {string} [uiFrom] - Optional UI source identifier
  * @returns {Object} The payload object
  */
-function buildPayload(action, conversationId, followUpCount = undefined) {
+function buildPayload(
+  action,
+  conversationId,
+  followUpCount = undefined,
+  uiFrom = undefined
+) {
   const payload = { conversationId };
 
+  if (uiFrom) {
+    payload.uiFrom = uiFrom;
+  }
+
   // Add operation for rewrite actions
   if (REWRITE_ACTIONS.includes(action)) {
     payload.operation = action;
@@ -75,6 +85,7 @@ export function useCopilotReply() {
   const trackedConversationId = ref(null);
 
   const conversationId = computed(() => currentChat.value?.id);
+  const uiFrom = 'editor';
 
   const isActive = computed(() => showEditor.value || isGenerating.value);
   const isButtonDisabled = computed(
@@ -97,7 +108,8 @@ export function useCopilotReply() {
         buildPayload(
           currentAction.value,
           trackedConversationId.value,
-          followUpCount.value
+          followUpCount.value,
+          uiFrom
         )
       );
     }
@@ -168,7 +180,7 @@ export function useCopilotReply() {
           const eventKey = `${getEventPrefix(action)}_USED`;
           useTrack(
             CAPTAIN_EVENTS[eventKey],
-            buildPayload(action, trackedConversationId.value)
+            buildPayload(action, trackedConversationId.value, undefined, uiFrom)
           );
         }
         isGenerating.value = false;
@@ -194,6 +206,7 @@ export function useCopilotReply() {
     // Track follow-up sent event
     useTrack(CAPTAIN_EVENTS.FOLLOW_UP_SENT, {
       conversationId: trackedConversationId.value,
+      uiFrom,
     });
     followUpCount.value += 1;
 
@@ -237,7 +250,8 @@ export function useCopilotReply() {
         buildPayload(
           currentAction.value,
           trackedConversationId.value,
-          followUpCount.value
+          followUpCount.value,
+          uiFrom
         )
       );
     }

app/javascript/dashboard/composables/useUISettings.js

@@ -2,6 +2,7 @@ import { computed } from 'vue';
 import { useStore, useStoreGetters } from 'dashboard/composables/store';
 
 export const DEFAULT_CONVERSATION_SIDEBAR_ITEMS_ORDER = Object.freeze([
+  { name: 'conversation_summary' },
   { name: 'conversation_actions' },
   { name: 'macros' },
   { name: 'conversation_info' },

app/javascript/dashboard/i18n/locale/en/chatlist.json

@@ -137,6 +137,11 @@
     "HIDE_QUOTED_TEXT": "Hide Quoted Text",
     "SHOW_QUOTED_TEXT": "Show Quoted Text",
     "MESSAGE_READ": "Read",
-    "SENDING": "Sending"
+    "SENDING": "Sending",
+    "SUMMARY": {
+      "TITLE": "Generate Summary",
+      "LOADING": "Generating summary...",
+      "ERROR": "Failed to generate summary"
+    }
   }
 }

app/javascript/dashboard/i18n/locale/en/conversation.json

@@ -349,6 +349,7 @@
       "CONVERSATION_ACTIONS": "Conversation Actions",
       "CONVERSATION_LABELS": "Conversation Labels",
       "CONVERSATION_INFO": "Conversation Information",
+      "CONVERSATION_SUMMARY": "AI Summary",
       "CONTACT_NOTES": "Contact Notes",
       "CONTACT_ATTRIBUTES": "Contact Attributes",
       "PREVIOUS_CONVERSATION": "Previous Conversations",
@@ -356,6 +357,16 @@
       "LINEAR_ISSUES": "Linked Linear Issues",
       "SHOPIFY_ORDERS": "Shopify Orders"
     },
+    "SUMMARY": {
+      "DESCRIPTION": "Generate an AI-powered summary of this conversation",
+      "GENERATE": "Generate Summary",
+      "REGENERATE": "Regenerate",
+      "REFRESH": "Refresh",
+      "RETRY": "Retry",
+      "STALE": "Summary may be outdated",
+      "ERROR": "Failed to generate summary",
+      "EMPTY": "No summary available"
+    },
     "SHOPIFY": {
       "ORDER_ID": "Order #{id}",
       "ERROR": "Error loading orders",

app/javascript/dashboard/routes/dashboard/conversation/ContactPanel.vue

@@ -13,6 +13,7 @@ import AccordionItem from 'dashboard/components/Accordion/AccordionItem.vue';
 import ContactConversations from './ContactConversations.vue';
 import ConversationAction from './ConversationAction.vue';
 import ConversationParticipant from './ConversationParticipant.vue';
+import ConversationSummary from './ConversationSummary.vue';
 import ContactInfo from './contact/ContactInfo.vue';
 import ContactNotes from './contact/ContactNotes.vue';
 import ConversationInfo from './ConversationInfo.vue';
@@ -44,6 +45,7 @@ const {
 
 const dragging = ref(false);
 const conversationSidebarItems = ref([]);
+const summaryRef = ref(null);
 
 const shopifyIntegration = useFunctionGetter(
   'integrations/getIntegration',
@@ -60,6 +62,10 @@ const isLinearFeatureEnabled = computed(() =>
   isCloudFeatureEnabled(FEATURE_FLAGS.LINEAR)
 );
 
+const isCaptainTasksEnabled = computed(() =>
+  isCloudFeatureEnabled(FEATURE_FLAGS.CAPTAIN_TASKS)
+);
+
 const linearIntegration = useFunctionGetter(
   'integrations/getIntegration',
   'linear'
@@ -150,7 +156,31 @@ onMounted(() => {
       >
         <template #item="{ element }">
           <div
-            v-if="element.name === 'conversation_actions'"
+            v-if="
+              element.name === 'conversation_summary' && isCaptainTasksEnabled
+            "
+          >
+            <AccordionItem
+              :title="$t('CONVERSATION_SIDEBAR.ACCORDION.CONVERSATION_SUMMARY')"
+              :is-open="isContactSidebarItemOpen('is_conv_summary_open')"
+              compact
+              @toggle="
+                value => {
+                  toggleSidebarUIState('is_conv_summary_open', value);
+                  if (value && summaryRef) {
+                    summaryRef.fetchSummary();
+                  }
+                }
+              "
+            >
+              <ConversationSummary
+                ref="summaryRef"
+                :conversation-id="conversationId"
+              />
+            </AccordionItem>
+          </div>
+          <div
+            v-else-if="element.name === 'conversation_actions'"
             class="conversation--actions"
           >
             <AccordionItem

app/javascript/dashboard/routes/dashboard/conversation/ConversationSummary.vue

@@ -0,0 +1,179 @@
+<script setup>
+import { ref, computed, watch } from 'vue';
+import { useI18n } from 'vue-i18n';
+import { useStore, useMapGetter } from 'dashboard/composables/store';
+import { useAccount } from 'dashboard/composables/useAccount';
+import { useMessageFormatter } from 'shared/composables/useMessageFormatter';
+import { FEATURE_FLAGS } from 'dashboard/featureFlags';
+import TasksAPI from 'dashboard/api/captain/tasks';
+import Button from 'dashboard/components-next/button/Button.vue';
+import Spinner from 'dashboard/components-next/spinner/Spinner.vue';
+import { useTrack } from 'dashboard/composables';
+import { CAPTAIN_EVENTS } from 'dashboard/helper/AnalyticsHelper/events';
+
+const props = defineProps({
+  conversationId: {
+    type: [Number, String],
+    required: true,
+  },
+});
+
+const { t } = useI18n();
+const store = useStore();
+const { isCloudFeatureEnabled } = useAccount();
+const { formatMessage } = useMessageFormatter();
+
+const currentChat = useMapGetter('getSelectedChat');
+const isLoading = ref(false);
+const error = ref('');
+
+const captainTasksEnabled = computed(() => {
+  return isCloudFeatureEnabled(FEATURE_FLAGS.CAPTAIN_TASKS);
+});
+
+const cachedSummary = computed(() => currentChat.value?.cached_summary || '');
+const cachedSummaryAt = computed(
+  () => currentChat.value?.cached_summary_at || 0
+);
+const lastActivityAt = computed(() => currentChat.value?.last_activity_at || 0);
+const uiFrom = 'conversation_sidebar';
+
+const isStale = computed(() => {
+  if (!cachedSummaryAt.value) return true;
+  return lastActivityAt.value > cachedSummaryAt.value;
+});
+
+const hasSummary = computed(() => !!cachedSummary.value);
+
+const formattedSummary = computed(() => {
+  return cachedSummary.value ? formatMessage(cachedSummary.value) : '';
+});
+
+const fetchSummary = async (forceRegenerate = false) => {
+  if (!captainTasksEnabled.value) return;
+
+  isLoading.value = true;
+  error.value = '';
+
+  try {
+    const result = await TasksAPI.summarize(props.conversationId, {
+      forceRegenerate,
+    });
+    const {
+      data: { message: generatedSummary },
+    } = result;
+
+    if (generatedSummary) {
+      store.dispatch('updateConversationCachedSummary', {
+        conversationId: currentChat.value.id,
+        cachedSummary: generatedSummary,
+        cachedSummaryAt: Math.floor(Date.now() / 1000),
+      });
+    }
+  } catch (e) {
+    if (e.name !== 'AbortError' && e.name !== 'CanceledError') {
+      error.value =
+        e.response?.data?.error || t('CONVERSATION_SIDEBAR.SUMMARY.ERROR');
+    }
+  } finally {
+    isLoading.value = false;
+  }
+};
+
+const trackSummary = action => {
+  useTrack(CAPTAIN_EVENTS.SUMMARIZE_USED, {
+    conversationId: props.conversationId,
+    uiFrom,
+    action,
+  });
+};
+
+const generateSummary = () => {
+  trackSummary('generate');
+  return fetchSummary(false);
+};
+
+const regenerate = () => {
+  trackSummary('regenerate');
+  return fetchSummary(true);
+};
+
+const retryGenerate = () => {
+  trackSummary('retry');
+  return fetchSummary(true);
+};
+
+watch(
+  () => props.conversationId,
+  () => {
+    error.value = '';
+  }
+);
+
+defineExpose({
+  fetchSummary,
+  captainTasksEnabled,
+  cachedSummary,
+  isStale,
+});
+</script>
+
+<template>
+  <div v-if="captainTasksEnabled" class="p-3">
+    <div v-if="isLoading" class="flex items-center justify-center py-4">
+      <Spinner :size="20" class="text-n-slate-10" />
+    </div>
+
+    <div v-else-if="error" class="text-sm text-n-ruby-11">
+      {{ error }}
+      <Button
+        :label="t('CONVERSATION_SIDEBAR.SUMMARY.RETRY')"
+        size="sm"
+        variant="link"
+        class="ml-2"
+        @click="retryGenerate"
+      />
+    </div>
+
+    <div v-else-if="!hasSummary" class="flex flex-col items-center gap-3 py-2">
+      <p class="text-sm text-n-slate-11 text-center mb-0">
+        {{ t('CONVERSATION_SIDEBAR.SUMMARY.DESCRIPTION') }}
+      </p>
+      <Button
+        :label="t('CONVERSATION_SIDEBAR.SUMMARY.GENERATE')"
+        icon="i-material-symbols-auto-awesome"
+        size="sm"
+        @click="generateSummary"
+      />
+    </div>
+
+    <template v-else>
+      <div
+        v-if="isStale"
+        class="flex items-center gap-2 mb-2 text-xs text-n-amber-11"
+      >
+        <span>{{ t('CONVERSATION_SIDEBAR.SUMMARY.STALE') }}</span>
+        <Button
+          :label="t('CONVERSATION_SIDEBAR.SUMMARY.REFRESH')"
+          size="xs"
+          variant="link"
+          @click="regenerate"
+        />
+      </div>
+      <div
+        class="summary-content text-sm text-n-slate-11 [&_ul]:list-disc [&_ul]:pl-4 [&_ol]:list-decimal [&_ol]:pl-4 [&_li]:my-1 [&_p]:my-2 [&_p:first-child]:mt-0 [&_p:last-child]:mb-0 [&_strong]:text-n-slate-12"
+        v-html="formattedSummary"
+      />
+      <div class="mt-3 pt-3 border-t border-n-weak">
+        <Button
+          :label="t('CONVERSATION_SIDEBAR.SUMMARY.REGENERATE')"
+          icon="i-lucide-refresh-cw"
+          size="sm"
+          variant="faded"
+          color="slate"
+          @click="regenerate"
+        />
+      </div>
+    </template>
+  </div>
+</template>

app/javascript/dashboard/store/modules/conversations/actions.js

@@ -412,6 +412,17 @@ const actions = {
     });
   },
 
+  updateConversationCachedSummary(
+    { commit },
+    { conversationId, cachedSummary, cachedSummaryAt }
+  ) {
+    commit(types.UPDATE_CONVERSATION_CACHED_SUMMARY, {
+      conversationId,
+      cachedSummary,
+      cachedSummaryAt,
+    });
+  },
+
   setChatStatusFilter({ commit }, data) {
     commit(types.CHANGE_CHAT_STATUS_FILTER, data);
   },

app/javascript/dashboard/store/modules/conversations/index.js

@@ -116,6 +116,16 @@ export const mutations = {
       chat.last_activity_at = lastActivityAt;
     }
   },
+  [types.UPDATE_CONVERSATION_CACHED_SUMMARY](
+    _state,
+    { conversationId, cachedSummary, cachedSummaryAt }
+  ) {
+    const [chat] = _state.allConversations.filter(c => c.id === conversationId);
+    if (chat) {
+      chat.cached_summary = cachedSummary;
+      chat.cached_summary_at = cachedSummaryAt;
+    }
+  },
   [types.ASSIGN_PRIORITY](_state, { priority, conversationId }) {
     const [chat] = _state.allConversations.filter(c => c.id === conversationId);
     chat.priority = priority;

app/javascript/dashboard/store/mutation-types.js

@@ -51,6 +51,7 @@ export default {
   UPDATE_CONVERSATION_CUSTOM_ATTRIBUTES:
     'UPDATE_CONVERSATION_CUSTOM_ATTRIBUTES',
   UPDATE_CONVERSATION_LAST_ACTIVITY: 'UPDATE_CONVERSATION_LAST_ACTIVITY',
+  UPDATE_CONVERSATION_CACHED_SUMMARY: 'UPDATE_CONVERSATION_CACHED_SUMMARY',
   UPDATE_CONVERSATION_CALL_STATUS: 'UPDATE_CONVERSATION_CALL_STATUS',
   UPDATE_MESSAGE_CALL_STATUS: 'UPDATE_MESSAGE_CALL_STATUS',
   SET_MISSING_MESSAGES: 'SET_MISSING_MESSAGES',

app/views/api/v1/conversations/partials/_conversation.json.jbuilder

@@ -56,6 +56,8 @@ json.first_reply_created_at conversation.first_reply_created_at.to_i
 json.unread_count conversation.unread_incoming_messages.count
 json.last_non_activity_message conversation.messages.where(account_id: conversation.account_id).non_activity_messages.first.try(:push_event_data)
 json.last_activity_at conversation.last_activity_at.to_i
+json.cached_summary conversation.cached_summary
+json.cached_summary_at conversation.cached_summary_at.to_i
 json.priority conversation.priority
 json.waiting_since conversation.waiting_since.to_i.to_i
 json.sla_policy_id conversation.sla_policy_id

db/migrate/20260129180004_add_cached_summary_to_conversations.rb

@@ -0,0 +1,6 @@
+class AddCachedSummaryToConversations < ActiveRecord::Migration[7.1]
+  def change
+    add_column :conversations, :cached_summary, :text
+    add_column :conversations, :cached_summary_at, :datetime
+  end
+end

db/schema.rb

@@ -681,6 +681,8 @@ ActiveRecord::Schema[7.1].define(version: 2026_01_30_061021) do
     t.datetime "waiting_since"
     t.text "cached_label_list"
     t.bigint "assignee_agent_bot_id"
+    t.text "cached_summary"
+    t.datetime "cached_summary_at"
     t.index ["account_id", "display_id"], name: "index_conversations_on_account_id_and_display_id", unique: true
     t.index ["account_id", "id"], name: "index_conversations_on_id_and_account_id"
     t.index ["account_id", "inbox_id", "status", "assignee_id"], name: "conv_acid_inbid_stat_asgnid_idx"

enterprise/app/controllers/api/v1/accounts/captain/tasks_controller.rb

@@ -15,7 +15,8 @@ class Api::V1::Accounts::Captain::TasksController < Api::V1::Accounts::BaseContr
   def summarize
     result = Captain::SummaryService.new(
       account: Current.account,
-      conversation_display_id: params[:conversation_display_id]
+      conversation_display_id: params[:conversation_display_id],
+      force_regenerate: params[:force_regenerate].present?
     ).perform
 
     render_result(result)

lib/captain/summary_service.rb

@@ -1,14 +1,10 @@
 class Captain::SummaryService < Captain::BaseTaskService
-  pattr_initialize [:account!, :conversation_display_id!]
+  pattr_initialize [:account!, :conversation_display_id!, { force_regenerate: false }]
 
   def perform
-    make_api_call(
+    return cached_response if use_cache?
-      model: GPT_MODEL,
+
-      messages: [
+    generate_and_cache_summary
-        { role: 'system', content: prompt_from_file('summary') },
-        { role: 'user', content: conversation.to_llm_text(include_contact_details: false) }
-      ]
-    )
   end
 
   private
@@ -16,4 +12,73 @@ class Captain::SummaryService < Captain::BaseTaskService
   def event_name
     'summarize'
   end
+
+  def use_cache?
+    return false if force_regenerate
+    return false if conversation.cached_summary.blank?
+    return false if conversation.cached_summary_at.blank?
+
+    conversation.cached_summary_at >= conversation.last_activity_at
+  end
+
+  def cached_response
+    { message: conversation.cached_summary }
+  end
+
+  def generate_and_cache_summary
+    msg_count = conversation_message_count
+    result = make_api_call(
+      model: summary_model(msg_count),
+      messages: [
+        { role: 'system', content: prompt_from_file('summary') },
+        { role: 'user', content: build_summary_content(msg_count) }
+      ]
+    )
+
+    cache_summary(result[:message]) if result[:message].present? && result[:error].blank?
+
+    result
+  end
+
+  def conversation_message_count
+    conversation.messages.where(message_type: [:incoming, :outgoing]).count
+  end
+
+  def summary_model(msg_count)
+    msg_count < 7 ? GPT_MODEL : 'gpt-4.1'
+  end
+
+  def build_summary_content(msg_count)
+    llm_text = conversation.to_llm_text(include_contact_details: false)
+    context = build_conversation_context(msg_count)
+    context.present? ? "#{llm_text}\n\n#{context}" : llm_text
+  end
+
+  def build_conversation_context(msg_count)
+    ['Conversation Stats:', *context_fields(msg_count).compact].join("\n")
+  end
+
+  def context_fields(msg_count)
+    [
+      "Message count: #{msg_count}",
+      ("Status: #{conversation.status}" if conversation.status.present?),
+      ("Priority: #{conversation.priority}" if conversation.priority.present?),
+      ("Labels: #{conversation.cached_label_list}" if conversation.cached_label_list.present?),
+      *account_context_fields
+    ]
+  end
+
+  def account_context_fields
+    [
+      ("Account industry: #{account.custom_attributes['industry']}" if account.custom_attributes&.dig('industry').present?),
+      ("Summary language: #{account.locale}" if account.locale.present?)
+    ]
+  end
+
+  def cache_summary(summary)
+    conversation.update(
+      cached_summary: summary,
+      cached_summary_at: Time.current
+    )
+  end
 end

lib/integrations/openai/openai_prompts/summary.liquid

@@ -1,28 +1,99 @@
-As an AI-powered summarization tool, your task is to condense lengthy interactions between customer support agents and customers into brief, digestible summaries. The objective of these summaries is to provide a quick overview, enabling any agent, even those without prior context, to grasp the essence of the conversation promptly.
+<prompt>
+  <role>AI support conversation summarizer</role>
 
-Make sure you strongly adhere to the following rules when generating the summary
+  <goal>
+    Produce a high-signal bullet summary that lets a new agent understand the CURRENT STATE and know what to do next — in under 10 seconds.
+    Earlier bullets convey what happened and what the current state is. The final bullet is always the actionable next step.
+  </goal>
 
-1. Be brief and concise. The shorter the summary the better.
+  <output_contract>
-2. Aim to summarize the conversation in approximately 200 words, formatted as multiple small paragraphs that are easier to read.
+    <format>bullet_list</format>
-3. Describe the customer intent in around 50 words.
+    <only_output_bullets>true</only_output_bullets>
-4. Remove information that is not directly relevant to the customer's problem or the agent's solution. For example, personal anecdotes, small talk, etc.
+    <bullet_count_rules>
-5. Don't include segments of the conversation that didn't contribute meaningful content, like greetings or farewell.
+      <rule>Count the messages in the conversation to determine bullet limits.</rule>
-6. The 'Action Items' should be a bullet list, arranged in order of priority if possible.
+      <rule>1-3 messages → 1 bullet max</rule>
-7. 'Action Items' should strictly encapsulate tasks committed to by the agent or left incomplete. Any suggestions made by the agent should not be included.
+      <rule>4-10 messages → 2-3 bullets max</rule>
-8. The 'Action Items' should be brief and concise
+      <rule>11-30 messages → 3-4 bullets max</rule>
-9. Mark important words or parts of sentences as bold.
+      <rule>31+ messages → 5-6 bullets max</rule>
-10. Apply markdown syntax to format any included code, using backticks.
+    </bullet_count_rules>
-11. Include a section for "Follow-up Items" or "Open Questions" if there are any unresolved issues or outstanding questions.
+    <bullet_rules>
-12. If any section does not have any content, remove that section and the heading from the response
+      <single_sentence>true</single_sentence>
-13. Do not insert your own opinions about the conversation.
+      <concise>true</concise>
+      <no_redundancy>true</no_redundancy>
+      <no_prefixes>Do not prefix bullets with labels like "Next step:" or "Issue:" — ordering alone conveys structure.</no_prefixes>
+    </bullet_rules>
+    <language>
+      <rule>ALWAYS write the summary in the language specified by "Summary language" in the conversation context. This overrides the conversation language.</rule>
+      <rule>If no summary language is provided, match the primary language used in the conversation.</rule>
+    </language>
+    <markdown>
+      <bold_required>true</bold_required>
+      <code_in_backticks>true</code_in_backticks>
+      <no_headings>true</no_headings>
+    </markdown>
+  </output_contract>
 
+  <what_to_capture>
+    <priority_order>
+      <item>What is the customer trying to achieve right now?</item>
+      <item>What is the current blocker/problem?</item>
+      <item>What has already been done that changed the state?</item>
+      <item>What is the actionable next step (who does what)?</item>
+    </priority_order>
+    <skip_rule>If a priority item has no evidence in the conversation, skip it entirely — do not invent or guess.</skip_rule>
+    <last_bullet_rule>The final bullet must always be an actionable next step derived from the conversation.</last_bullet_rule>
+  </what_to_capture>
 
-Reply in the user's language, as a markdown of the following format.
+  <context_awareness>
+    <business_context>If account industry or business context is provided, adapt the summary focus accordingly (e.g., e-commerce → order/payment/shipping; SaaS → features/bugs/subscriptions; healthcare → appointments/records).</business_context>
+    <labels>If conversation labels are provided, use them to understand the issue category and focus the summary on what matters for that category.</labels>
+    <adapt>Only use context that is explicitly provided. Do not assume industry or category if not stated.</adapt>
+  </context_awareness>
 
-**Customer Intent**
+  <importance_filter>
+    <include_only_if_actionable_or_state_changing>
+      <rule>A bullet must describe a blocker, a confirmed action taken, a decision, or a required next step.</rule>
+      <rule>Would removing this bullet prevent the agent from acting correctly? If no, omit it.</rule>
+    </include_only_if_actionable_or_state_changing>
+    <drop_as_noise>
+      <item>Greetings, thanks, apologies, pleasantries, offers of help.</item>
+      <item>Repeated statements that do not add new information.</item>
+      <item>Meta commentary like "the current blocker is…" if it repeats an earlier bullet.</item>
+    </drop_as_noise>
+  </importance_filter>
 
-**Conversation Summary**
+  <anti_hallucination>
+    <hard_rules>
+      <item>Use ONLY information explicitly present in the conversation.</item>
+      <item>Do NOT compute or derive facts (no time math like "15 minutes from now", no inferred causes).</item>
+      <item>Do NOT invent resolution, closure, or "no further steps" statements.</item>
+      <item>Do NOT restate the same fact in multiple bullets; merge into one.</item>
+    </hard_rules>
+  </anti_hallucination>
 
-**Action Items**
+  <formatting_rules>
+    <bold_usage>
+      <rule>Bold the key nouns/verbs (problem, blocker, action, next step, key artifact).</rule>
+      <examples>
+        <example>**Meeting invite** not received.</example>
+        <example>Agent **sent calendar invite** for **4:45 PM GMT+1**.</example>
+      </examples>
+    </bold_usage>
+    <role_words>
+      <rule>Prefer **Customer** and **Agent** over "user" and "support agent".</rule>
+    </role_words>
+  </formatting_rules>
 
-**Follow-up Items**
+  <final_validation>
+    <checklist>
+      <item>Every bullet is one sentence.</item>
+      <item>Every bullet contains at least one **bold** phrase.</item>
+      <item>No bullet contains inferred/derived info.</item>
+      <item>No two bullets repeat the same meaning.</item>
+      <item>Last bullet is an actionable next step.</item>
+      <item>Summary language matches "Summary language" from context (if provided), otherwise matches conversation language.</item>
+      <item>Bullet count respects the scaling rules for the message count.</item>
+    </checklist>
+    <reject_if_fails>true</reject_if_fails>
+  </final_validation>
+</prompt>