What is the reports summary feature?

The Reports summary feature uses AI to synthesize your support data with citations across conversations. It goes beyond raw counts and charts to explain what is actually happening with your customers—the patterns, trends, and actionable insights hiding inside your support interactions.

Open it from the Reports area of the merchant dashboard when you want a narrative read on a period you are already analyzing with product, topic, and sentiment tabs.

What the summary synthesizes

Instead of only showing how many conversations occurred, the Reports summary connects themes across threads:

• Recurring topics and where they spiked during the selected range.
• Product-level support pressure tied to real conversation examples.
• Sentiment or frustration signals that deserve a merchandising or policy fix.
• Citations back to conversations so you can verify claims before changing storefront copy or refund rules.

That citation layer matters—you can move from “customers seem unhappy about sizing” to specific threads that justify updating a size chart or FAQ.

How to use it in a review cadence

A practical workflow for operators:

1. Set your date range on Reports (for example, 30 days after a launch).
2. Scan product and topic tabs for obvious spikes.
3. Open the AI Reports summary for the same period to get a synthesized narrative with citations.
4. Drill into cited conversations to confirm root causes.
5. Assign fixes—product page edits, policy clarity, fulfillment checks—to the team that owns the issue.

Reports summary vs Analytics

Analytics emphasizes volumes, resolution outcomes, and billing alignment over time. Reports and its summary feature emphasize what customers talk about and why.

Use Analytics to ask “How much did we resolve with AI?” Use Reports summary to ask “What are they asking about, and what should we change in the business?” Together they give managers both efficiency metrics and customer-insight narratives without exporting spreadsheets manually.