What is the reports summary feature?

The Reports summary is an AI-written narrative of your support data, with citations. Where the charts tell you how many conversations happened, the summary explains what's going on inside them: the patterns, trends, and actionable insights hiding in your support interactions. You open it from the Reports area of the dashboard, on the same period you're already slicing with the product, topic, and sentiment tabs.

Why the citations matter

Each claim links back to conversations, so you can check the receipts before changing storefront copy or refund rules. That's the difference between 'customers seem unhappy about sizing' and three specific threads that justify updating the size chart or an FAQ. The summary connects recurring topics to where they spiked in the selected range, ties product-level support pressure to real conversation examples, and flags sentiment or frustration signals that point at a merchandising or policy fix.

A review cadence that uses it well

1. Set the date range in Reports, say 30 days after a launch.
2. Scan the product and topic tabs for obvious spikes.
3. Open the summary for the same period.
4. Drill into the cited conversations to confirm root causes.
5. Assign fixes to whoever owns the issue: product page edits, policy clarity, fulfillment checks.

Reports summary vs Analytics

Analytics is the efficiency ledger: volumes, resolution outcomes, and billing alignment over time. Reports and its summary are about what customers talk about and why. One asks 'how much did we resolve with AI?', the other 'what are they asking about, and what should we change in the business?' Managers need both, and neither requires exporting spreadsheets by hand.