Academy
8. Mastering the Hub-Wide AI Panel
Use the AI panel to summarize threads, draft follow-ups, and prepare call scripts contextually across email, voice, and SMS views.
The AI panel is a hub-wide assistant that lives on the right side of your Communication Hub. It's available across every view — email, voice, and SMS — and responds to natural-language instructions in the context of what you're currently looking at. Whether you're reading an email thread, reviewing a call transcript, or browsing an SMS conversation, the panel understands the content on screen and can act on it. You can ask it to summarize a thread, draft a follow-up message, rewrite content with a different tone, or prepare a call script — all without switching tools. This contextual awareness is what makes it more than a generic chatbot: it's an operational co-pilot embedded directly in your communication workflow.
In the Email view, the AI panel shines when you need to process long threads quickly or compose replies under time pressure. Open any email conversation, toggle the AI panel, and instruct it to 'summarize this thread.' It will extract key points, decisions, and open questions. Need to reply? Ask it to 'draft a follow-up' and it generates a contextual response you can review, edit, and send. You can also ask it to adjust tone — making a message more formal for a client or more concise for an internal update. You always review the draft before sending; the AI never sends on your behalf.
In the Voice view, the AI panel helps you prepare and debrief calls. Before a call, navigate to Voice and ask the panel to 'prepare a call script' — it will generate a scenario with goals, talking points, and objection-handling suggestions based on the contact or context you're viewing. After a call, open the call record to access its transcript, then ask the panel to 'summarize this call.' The AI distills the conversation into key outcomes, action items, and follow-ups. This turns raw transcripts into actionable intelligence in seconds rather than minutes of manual review.
In the SMS view, the AI panel works the same way: it reads the conversation history on screen and responds to your instructions contextually. You can ask it to summarize an SMS exchange with a contact or draft a concise text reply. Since SMS messages are short by nature, the panel is especially useful for maintaining a consistent tone across high-volume messaging or for quickly catching up on a thread before responding. Remember that SMS availability depends on the numbers configured for your account, and each message is billed individually.
The AI panel is contextual — it adapts to the view you're in. To get the best results, navigate to the specific thread, transcript, or conversation first, then open the panel and give your instruction. The more specific your prompt ('summarize the last 3 emails in this thread' vs. just 'summarize'), the more precise the output. AI actions consume credits, and costs are shown before execution.
Go to your Communication Hub. Open an email thread, then toggle the AI panel on the right. Ask it to 'summarize this thread.' Review the summary, then ask it to 'draft a follow-up.' Edit the draft to your liking. Next, switch to the Voice section, open a past call transcript, and ask the panel to summarize it. Notice how the panel adapts its output to each view.
The hub-wide AI panel is your contextual assistant across email, voice, and SMS. It summarizes threads and transcripts, drafts follow-up messages and replies, and prepares call scripts — all based on what you're currently viewing. It never sends without your review. Navigate to the relevant view first for the best results, use specific instructions, and keep an eye on AI credit usage displayed before each action. Master this panel and you turn the Communication Hub from a messaging tool into an AI-augmented command center.