Call Insights & Summary

Call Insights & Summary writes up your support calls. When a call recording lands on a ticket, Pluno listens to it and posts a structured summary as an internal note, so nobody has to take notes or replay the call.

In the Pluno web app, this module is called Call summaries.

Which calls are summarized#

Pluno summarizes a call when:

• The call is on the ticket as a voice comment with a recording. This works with Zendesk Talk and with any phone system that writes voice comments to your tickets.
• The recording is an MP3, WAV, OGG, M4A, AAC, FLAC or WMA file.

Each call is summarized once. Calls shorter than 20 seconds and calls without a recording are skipped.

Turn it on or off#

Call summaries are on by default. To change that:

1. In the Pluno web app, open Call summaries.
2. On the Call summary generation card, set the switch to Enabled or Disabled.

You need the Admin role.

What a summary looks like#

Pluno posts the summary on the ticket as an internal note that starts with Call summary by pluno.ai. With the default instructions, it has four parts:

Caller Name:
...
Issue:
...
Resolution:
...
Next Steps:
...

Pluno is instructed to write only what is said on the call. If something was not said, the summary says Not available in recording instead of filling the gap.

The note is posted as the agent you chose for ticket deflection. If you have not chosen one, it appears under the account that connected Pluno.

Change the format or the language#

1. Open Call summaries.
2. On the Call summary instructions card, edit the instructions.
3. Select Save.

The instructions decide everything about the summary:

• Language. The default instructions start with "Write a summary of the call in English." Change the language there.
• Sections. Add, remove or rename the parts, for example add "Customer sentiment:" or "Follow-up owner:".
• Level of detail. Ask for one line per part, or for full sentences.

What happens after a summary#

The summary becomes part of the ticket, so the rest of Pluno can use it:

• AI Tagging & Field Filling runs again with the summary, if you fill fields on ticket creation.
• Quality Assurance includes the call when it evaluates the agent who took it.
• AI Copilot can suggest the follow-up message.

Limits#

Workspaces on a trial or a paid plan have no limit on call summaries.

Otherwise, Pluno summarizes up to 30 calls per day. The count resets at midnight UTC. When the limit is reached, the next call gets an internal note saying so, and further calls that day are not summarized. The Call summaries page shows how many you have used today.

To lift the limit, select Contact us to upgrade on that page.