What does the AI summary in a reply include, and what does it leave out?

The recap is written to the customer on behalf of your company, in the ticket's language, and covers only what the customer already saw: their own messages and the replies sent to them. Private notes, messages forwarded to other people and what those people answered are left out. It states what happened without promises or advice, and it has no greeting or sign-off, since you write those. Nothing is stored: the recap only exists in your reply until you send it, and you can change or delete it like any other text.