To automatically generate an Internal Note with a summary of a conversation, Papo (https://papo.global/) offers Super Chat, its AI assistant that understands commands in natural language. Just ask something like “Summarize this conversation and save it as an internal note on the contact,” and the AI processes the history, creates the summary, and records the Internal Note in the contact’s CRM, without you wasting time typing manually.
This feature combines two powerful platform resources: Internal Notes, which allow private collaboration on a service interaction, and Super Chat, which performs actions in the CRM from text. The result is conversation context that is always available to the whole team, even after transfers or case resumptions.
| Situation | Manual action | With Super Chat |
|---|---|---|
| Summarize a long conversation for a new agent | Read everything, write a summary, add a note | Type “summarize this conversation and create an internal note” |
| Record decisions during service | Switch between public reply and note, type a summary | Ask “add a note with a summary of what has been agreed so far” |
| Leave context for a future follow-up | Manually write what is pending | Command “create an internal note with the next steps of this conversation” |
How Super Chat generates the Internal Note automatically
Super Chat is the AI assistant that understands what you type and performs tasks on the platform. When you are viewing a conversation with a customer, the assistant has access to the full history of that service interaction. When it receives a summary command, it:
- Analyzes the history – the AI processes the exchanged messages (both public messages and existing internal notes), identifying the main points, questions, agreements, and pending items.
- Creates the summary text – based on the conversation, it generates a paragraph or bullet points that summarize the service interaction, keeping a professional and impersonal tone.
- Records it as an Internal Note – the generated content is automatically saved as a note linked to the contact and the conversation, visible only to the team. No information is exposed to the customer.
You do not need to leave the conversation or switch between modules – the command is given directly in Super Chat, which is always accessible in the panel.
Step by step to use the feature
- Open the conversation you want to summarize in your inbox (WhatsApp, Instagram, email, etc.).
- Access Super Chat – usually an icon or shortcut in the panel lets you open the assistant without leaving the screen.
- Type the command – for example: “Summarize this conversation and save it as an internal note for the contact Maria Silva.”
- Confirm if necessary – in some cases, the AI may ask for confirmation before creating the note, to ensure the generated text is correct.
- Check the note – the message will appear immediately in the conversation history with the characteristic Internal Note look (background color or icon that distinguishes it from public messages).
From then on, any agent who opens the conversation will see the summary and can continue the service interaction with all the necessary context.
Who else benefits from this automation
- Support teams with high shift turnover – the agent taking over the night shift already finds a summary of what happened during the day.
- Salespeople who transfer leads – an SDR can quickly summarize qualification and next steps before passing the contact to a closer.
- Supervisors who audit service interactions – instead of reading the entire conversation, they can request a summary and analyze the critical points.
- Operations with many channels – keeping unified context becomes simpler when the AI itself generates the record.
Frequently Asked Questions
Does Super Chat need any special configuration to generate internal notes with summaries?
No. The feature is part of the standard assistant and is available to all users with access to Super Chat. The agent only needs to be in an active conversation for the command to work.
Does the summary capture only the customer’s messages or also the agent’s replies?
The AI analyzes the entire visible history in the conversation, including messages sent by the customer and the agent, as well as previous internal notes, if any. The generated summary reflects the complete interaction.
Can I edit the note after it is created?
Yes. The generated internal note behaves like any other note: you can open it, edit the text, add information, or even delete it if necessary. The automation only eliminates the work of writing the summary from scratch.
Does the command “summarize this conversation” work in very long conversations?
Yes. Super Chat was designed to process extensive histories, condensing the most relevant information. If the conversation has many interactions, the AI will still produce a coherent summary, prioritizing the main points.
Is the generated note visible to the customer?
No. Every Internal Note, whether created manually or via Super Chat, is automatically marked as private. Only team members with access to the inbox see these messages in the service history.
Is there a limit to how many notes I can create with Super Chat?
There is no limit imposed by the platform. You can use the command as many times as needed – for example, to update the summary throughout the conversation or to record different decision points.
Automate conversation summaries and centralize your service context with Papo’s Super Chat, without having to type note by note.