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Every Brilo call is summarised automatically. Personalized Call Summary lets you say what the summary should focus on, in one sentence, so a summary written for a dental practice reads differently from one written for a plumber. You set it in your agent’s Post Call Analysis tab.

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Before you start

  • An agent that has taken at least a few calls, so you have summaries to compare against.
  • Five minutes.
  • A clear idea of what the person reading the summary needs to do next. That is what to optimise for.
  • You will be working in your agent’s Post Call Analysis tab.

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Steps

1

Read three of your existing summaries

Open your call history and read the summaries of three real calls. Note what you had to scroll into the transcript to find out. That missing thing is what you are about to ask for.
2

Open Post Call Analysis

Open your agent and go to Post Call Analysis. Personalized Call Summary is the first block.
3

Describe what the summary should cover

Write one or two sentences describing what matters. For example “Summarise the customer’s main concern and the actions taken during the call.”Describe the emphasis, not the format. You are telling it what to pay attention to.
4

Save, then take a test call

Save, then call your agent and have a realistic conversation. Open the call record and read the summary. See Test your agent yourself.

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You will know it worked when

You can read a summary and know what to do next without opening the transcript. If you still have to read the transcript to find out whether the customer was happy, say so in the summary instruction and try again.

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What to ask for, by business

The pattern is a short list of the things you would want on a sticky note.

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Summary or extraction?

These are two different tools and most businesses want both.
  • Summary is prose, for a person to read. Use it when a human is going to pick up the call and act.
  • Extraction pulls specific named values out of the call, so you can filter, count, and send them to another system. Use it when a computer is going to act. See Pull the details out of every call.
If you find yourself asking the summary for “the customer’s email address”, you want extraction instead.

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What else you can do here

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If it did not work

The summary ignores what you asked for. It can only summarise what was said. If nobody mentioned a budget on the call, no instruction will produce one. Ask your agent to collect it during the call instead. See Write what your agent says. Summaries are too long. Ask for less. A summary instruction naming three things produces something readable, one naming eight produces a wall. Summaries are too vague. You described the format rather than the content. “Summarise the call professionally” produces nothing useful. Name the specific things you want stated. You want to filter calls by something in the summary. You cannot filter prose. Use extraction. See Pull the details out of every call. Nothing changed on old calls. Summaries are written as each call ends, so the change applies to new calls only. Existing records keep the summary they were given.

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FAQ

Yes. Open your agent, go to Post Call Analysis, and describe what the summary should cover in Personalized Call Summary. Save, and every call from that point is summarised your way.
A short list of what you want stated, in the order you want to read it. “State the job, the address, the urgency, and whether a visit was booked” works. “Summarise professionally” does not, because it describes the tone rather than the content.
A summary is prose for a person to read. Extraction pulls out specific named values so software can filter and act on them. Use the summary for your team and extraction for your systems. See Pull the details out of every call.
No. Each call is summarised as it ends, so old records keep the summary they already have. Only new calls follow the new instruction.
Yes, as the call ends. See Send a text or email, or push it into your CRM with Update your CRM.
Either it was not asked for in the instruction, or it was a passing mention in a long call. Name it explicitly in the instruction, and if you need it every time, use an extraction field so it is captured as a value rather than left to the summary.