What it does

Controls the output format of Copilot-generated live conversation summaries. Two formats: Paragraph (single block of text) or Structured (selectable sections in configurable order with optional omission of unfound sections). Applies to live conversation summaries only, case summary format is separate.

Key facts

• Two format options: Paragraph (Copilot determines structure) and Structured (admin selects and orders categories)
• Structured categories available: Root Cause, Customer Issue, Troubleshooting Steps, Outcome, Error Codes
• Error Codes category: admin provides sample codes as pattern hints: Copilot identifies similar patterns in the conversation; not an exact match
• "Remove information that can't be found" toggle: when on, empty categories are excluded from the summary entirely; when off, empty category headings appear with no content
• One global format setting: no per-workstream or per-team format
• Only the five built-in categories are available for structured format: no custom categories

When to use / skip

Configure format on any deployment with conversation summaries. Structured format with "remove unfound information" is the recommended default, cleaner output, faster to scan.

Configuration decisions

• Paragraph vs Structured: Paragraph is simpler but harder for reps to scan on handoffs; Structured is recommended for any deployment with rep handoffs or transfer scenarios
• Which categories to include: tailor to the contact centre type: technical support (include Root Cause + Troubleshooting Steps + Error Codes); retail (exclude Error Codes)
• Category order: put the most actionable information first for the rep receiving the handoff

Gotchas

• One global setting for all reps. If teams have different needs (tech vs billing), the format is a compromise. Design for the highest-volume team and train the rest on interpretation.
• Error Codes is a pattern hint, not exact matching. Sample codes help Copilot recognise similar codes: spend 10 minutes populating this with client-specific codes during setup.

Consultant notes

• One global format for all teams is the design constraint that will cause discussion on any multi-team deployment. The compromise position is to design for the highest-volume or most complex team and train the others on how to interpret the output. It's not ideal but it's the current reality.
• Error Codes pattern hints are worth spending time on during setup. Populating the sample list with the client's actual error codes: even 10–15 specific ones: dramatically improves how well Copilot extracts them from conversation text. This is a 15-minute task with outsized impact.
• Structured format with "remove unfound information" on is the recommended default for most deployments. Paragraph format is harder for reps to scan quickly during a handoff, which is the primary use case for summaries.

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Source last updated: 2026-03-26 | Check this after additional structured categories are added or per-workstream format configuration is supported