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Summarize Support Transcript

POST 
/api/support/ai/summarize

Turns a conversation between a customer and the in-app AI assistant into a ticket subject and a summary for the support agent, ready to be sent to Create Support Ticket. Nothing is stored — this only prepares the text.

Required scope: support:write

Grant this scope to your token under Settings → Developer → Personal Access Tokens.

Request body

  • transcript (string, required, 10–65,000 characters) — the conversation, plain text. Only the first 60,000 characters are sent to the model

Response fields (data)

  • subject (string) — a specific ticket subject naming the feature and the problem; at most 120 characters
  • summary (string) — 2–5 sentences for an agent: what the customer is trying to do, what went wrong, what the assistant already tried, and what is still open; at most 1,500 characters
  • ai (boolean) — true when the model produced the text; false when the built-in fallback was used instead

Fallback behaviour: the request never fails because of the model. When AI is disabled for the platform, the transcript contains prompt-injection patterns, the model errors, or the model returns an empty subject or summary, the response is still 200 with ai: false: subject is the first non-empty line of the transcript (with a leading User: / Assistant: style prefix stripped, max 100 characters, or Question from the AI assistant when empty) and summary is the transcript itself collapsed to single spaces and cut to 600 characters.

Authentication: Bearer token with the support:write scope, or an authenticated session. Customer endpoints run in tenant context — send the X-Tenant-Id header or call from a tenant subdomain.

Request​

Responses​

OK

Response Headers
    Content-Type