Winter '27 extends Einstein Work Summaries with fully automatic generation for both Enhanced Messaging sessions and Voice calls.
Where
Setup, on the Einstein Work Summaries page: the Enhanced Messaging tab and Voice Calls tab each have their own Automatically Generate Summaries and Automatically Save Summaries toggles. Requires the Agentforce for Service add-on or Agentforce 1 Edition.
How
As soon as a messaging session or call ends, a summary generates automatically. Reps can review and save it themselves, or admins can configure summaries to save automatically with no review step at all.
Why
Documenting a conversation while having it is the classic support juggling act, and wrap-up time directly hits handle-time metrics. Automatic summaries turn wrap-up into a review task, or remove it entirely for teams comfortable with unattended saving.