conversation_metadata-based summary routing, which allows AutoSummary to dynamically apply the appropriate summary configuration based on metadata attributes passed within the request. By leveraging conversation-level metadata, the system generates summaries that are more accurately aligned with specific business use cases and onboarding configurations.
Metadata-based routing requires your summary configurations to be onboarded per use case. Reach out to your ASAPP team to set this up.
How It Works
When a summary is requested, the system inspects the metadata associated with the conversation and matches it against your configured routing rules. The matched rule determines which summary configuration is applied — including summary structure, format, and RRR (Reason, Resolution, Result) guidance specific to that use case. For example, a configuration tied togroup_id: payments will trigger the summary structure and rules defined specifically for that group.
Routing Precedence
If routing logic is configured using bothgroup_id and group_name, the system applies a defined order of precedence to determine which configuration takes effect. The final routing decision aligns with how the respective group or use case was onboarded, ensuring consistent and predictable behavior across deployments.
When both
group_id and group_name are present in the conversation metadata, group_id takes precedence. Confirm the exact precedence order with your ASAPP team during onboarding.Summary Structure Definition
For each onboarded use case, ASAPP will align on the expected summary structure, including clear guidance on the RRR (Reason, Resolution, Result) section:- Reason: The primary reason the customer contacted support — what they called or messaged about.
- Resolution: The action taken or solution provided by the agent during the interaction.
- Result: The outcome of the interaction — whether the issue was resolved, escalated, or left pending.
Supported Metadata Attributes
The routing logic can leverage multiple conversation metadata attributes. These attributes provide granular control over how summaries are generated across different lines of business, agent groups, campaigns, and technical contexts.| Attribute | Description |
|---|---|
lob_id | Line of business identifier |
lob_name | Line of business name |
group_id | Agent group identifier |
group_name | Agent group name |
agent_routing_code | Code used to route the conversation to a specific agent or queue |
campaign | Campaign associated with the conversation |
device_type | Type of device the customer used |
platform | Platform the conversation originated from |
company_segment | Customer company segment |
company_subdivision | Customer company subdivision |
business_rule | Business rule applied to the conversation |
entry_type | Entry point type for the conversation |
operating_system | Customer’s operating system |
browser_type | Customer’s browser type |
browser_version | Customer’s browser version |