✅ PRECONDITIONS
Companion - Summarization is an optional feature as part of Transcription:
- The Transcription feature must be enabled on the Companion Service Settings, as the Summarization is generated from it.
- Companion Service Settings also steer the individual feature availability to users, as well as the data storage retention time.
- Each user accessing the feature requires a Companion License, applied via General User Settings.
Virtual User - Summarization follows the same principle, but with different preconditions:
- Transcription and Summarization are both enabled in the AI Service Settings section, which also steers the data storage retention time.
- A Companion license is not involved. Instead, a Virtual User license and Virtual User data privacy consent on the tenant are required instead.
The Nimbus Companion integrates AI summarization as part of a broader suite of Transcription features, aimed at improving service performance and agent efficiency. During a call - when Live Captioning is enabled - Nimbus transcribes the conversation in real time. After the call, the transcript is processed by an AI service to generate a summary with the following aspects:
| Aspect | Description |
|---|---|
| Title | A title generated from Call Direction, Service, and User that accepted the task. |
| Issue | Shortened problem description by the Customer. |
| Resolution | Summary of how the issue was resolved. |
| Recap | A brief paragraph summarizing the interaction. |
| Narrative | Detailed call notes or chat summary of the entire Customer/User Interaction. |
Summarization Outputs
Via My Sessions: Summarization outputs can be presented to the agent via My Sessions > Companion widget.
💡All aspects shown within the Companion Widget > Summarization can be hovered over and copied.
✅ Precondition: The “Companion” widget itself needs to be enabled in the Extensions Service Settings in order to be shown to users.
Via Nimbus Power Automate Connector: Administrators also have the possibility to flexibly retrieve and store Summarization outputs using Companion Flow Actions and the User/Service SessionID. This can be useful to keep a record of calls, e.g. within a CRM or long-term data storage and evaluation platform.
Virtual User Summarization
Virtual Users can be summarized as well, generating one summary per Virtual User session. Once that session has ended and its transcript is complete. The summary structure follows the aspects described above, so a flow built for Companion summaries can be reused.
☝️Note: Virtual User summaries are not shown in the Nimbus UI. As no human agent takes the call, there is no My Sessions entry and no Companion widget. Summaries are retrieved exclusively through the Nimbus Power Automate Connector — using the “Virtual User” Trigger Events and Flow Actions, which document the exact events and parameters.
They must be handled within the configured retention window (1 hour or 30 days), otherwise the data is discarded. If the customer denies transcription consent, no transcript is stored — and therefore no summary is created.
Known Limitations
Summarization relies on the Transcription feature and therefore shares the same design limitations.
INC Transcription Limitations
☝️ KNOWN TRANSCRIPTION & SUMMARIZATION LIMITATIONS
💡We are actively working on further improvements to the following limitations:
- Transcription data is not part of service/user transfers. Data is kept within the current customer/user session. This capability will be provided with an upcoming release.
- Virtual User Reporting: Virtual User sessions and their transcripts will be included in Virtual User session reporting as part of a separate, upcoming capability. This is not available yet.
- Power Automate Connector: New “Virtual User” data fields in the Trigger Events / Flow Action may still be erroneously labeled as “Companion”. The terminology will be corrected in a separate update. The Virtual User / Companion connectors separate their data as intended.
🔎 BY DESIGN
💡The following points are not limitations, but important to note:
-
Transcription Feature availability:
- Transcription is a prerequisite to Live Captioning, Summarization, AI suggested Codes & Tags
- Not for Copilot / Direct Line 3.0 Virtual Users. Transcription features apply Virtual Users built on GPT Realtime bots only.
- Transcription relies on external services and APIs. When the feature is disabled or unavailable (e.g. throttling or service impediments) info messages are shown in the frontend UI widget. Nimbus task handling and user-customer interactions themselves are not affected by this and will continue normally.
-
Virtual Users:
- Not for Copilot / Direct Line 3.0. Transcription features apply Virtual Users built on GPT Realtime bots only.
- Post-session only. The transcript is produced after the session ends; there is no live/real-time transcription during a call.
- No (default) My Sessions view. Virtual User transcriptions do not appear on the Nimbus UI — they are consumed through Power Automate.
- No audio storage. Only the generated transcription data is processed in Power Automate. Audio recordings are discarded after automated processing.
-
Transcription scope:
- 3rd-party participants: Third parties, consultants and call conference attendees are not part of the transcribed content. Only the transcription data between Nimbus users / AI agents and the calling customer is kept.
- Supervision - As long as Supervisors remain in Listen or Whisper mode during a conversation, their voice is not being transcribed. Only during ”Barge In" they are part of the conversation and transcription is active.
- Summarization items generated from the Transcription might be missing when there is not enough data to draw from.