> ## Documentation Index
> Fetch the complete documentation index at: https://docs.brilo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Personalised call summaries

> Tell Brilo how to summarise your calls so every call record opens with the detail your team needs, instead of a generic recap nobody reads.

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.

## 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.

## Steps

<Steps>
  <Step title="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.
  </Step>

  <Step title="Open Post Call Analysis">
    Open your agent and go to **Post Call Analysis**. **Personalized Call Summary** is the first block.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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](/go-live/test-your-agent-yourself).
  </Step>
</Steps>

## 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.

## What to ask for, by business

| Business           | A summary instruction that works                                                                                                                  |
| ------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------- |
| Dental or clinic   | "State what the patient called about, whether an appointment was booked, and anything clinical the caller mentioned that a clinician should see." |
| Trades             | "State the job, the address, the urgency, and whether a visit was booked."                                                                        |
| Lead generation    | "State what the caller is looking for, their budget if mentioned, their timescale, and how warm they sounded."                                    |
| Support            | "State the problem, what was tried, whether it was resolved, and whether the caller was frustrated."                                              |
| Outbound follow up | "State whether we reached the person, what they said, and whether they want to be contacted again."                                               |

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

## 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](/reports/extract-call-information).

If you find yourself asking the summary for "the customer's email address", you want extraction instead.

## What else you can do here

* Pull named fields out of every call for filtering and reporting. See
  [Pull the details out of every call](/reports/extract-call-information).
* Have calls tagged automatically so you can group them without reading anything. See
  [Tag your calls automatically](/reports/tag-your-calls-automatically).
* Send the summary to your team by text or email as each call ends. See
  [Send a text or email](/actions/send-a-text-or-email).
* Push the summary into your CRM against the right contact. See
  [Update your CRM](/actions/update-your-crm).
* Send everything to your own system after the call. See
  [Send data to your systems](/actions/send-data-to-your-systems).

## 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](/agents/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](/reports/extract-call-information).

**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.

## FAQ

<AccordionGroup>
  <Accordion title="Can I change how Brilo summarises my calls?">
    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.
  </Accordion>

  <Accordion title="What should I write in the call summary instruction?">
    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.
  </Accordion>

  <Accordion title="What is the difference between a call summary and call extraction?">
    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](/reports/extract-call-information).
  </Accordion>

  <Accordion title="Does changing the summary instruction update old calls?">
    No. Each call is summarised as it ends, so old records keep the summary they already have. Only new
    calls follow the new instruction.
  </Accordion>

  <Accordion title="Can the summary be emailed to my team automatically?">
    Yes, as the call ends. See [Send a text or email](/actions/send-a-text-or-email), or push it into your
    CRM with [Update your CRM](/actions/update-your-crm).
  </Accordion>

  <Accordion title="Why does the summary not mention something that was said?">
    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.
  </Accordion>
</AccordionGroup>

## Related

* [Pull the details out of every call](/reports/extract-call-information) for named values
* [Tag your calls automatically](/reports/tag-your-calls-automatically) for grouping calls
* [Pulse Score](/reports/pulse-score) for how well each call went
* [Send data to your systems](/actions/send-data-to-your-systems) to send summaries onward
* [Update your CRM](/actions/update-your-crm) to file the summary against a contact