AI-Generated Chat Subjects

To improve visibility, search-ability, and overall inbox clarity, SparrowDesk automatically generates a short, meaningful subject line for each chat conversation using AI.

These subjects are based on the early user messages in a conversation and are designed to help agents quickly understand what the chat is about — without opening it.

Why this matters

• Improves agent productivity: Agents can instantly understand the topic at a glance.
• Enhances search: Subjects make it easier to locate past conversations.
• Keeps inbox tidy: Helps organize and scan through multiple active chats.

How it works

Step 1: Default subject:
When a chat begins, the system assigns a placeholder subject like:

“Conversation with {first name} {last name}”

1. It reviews all user and agent messages exchanged during that first minute.
2. If there’s enough context, SparrowDesk uses AI to create a concise subject (up to 160 characters).
3. If there isn’t enough context, the default title remains, and the system may try again later when more messages are available.

Editable subjects:
Agents can manually edit or override the subject anytime.
This ensures flexibility — especially if the AI-generated title doesn’t fully capture the conversation’s intent.

AI subject generation happens quietly in the background. It doesn’t delay or interrupt the conversation flow. The chat will remain active regardless of whether a subject is generated.

Key points & assumptions

• Some chats may never have enough context for subject generation (e.g., very short or greeting-only conversations).
• The AI waits 1 minute before attempting to generate a subject — to avoid premature summarization.
• The subject generation is optional and non-blocking.
• Agents can always edit or replace the AI-generated subject manually.

Example

Below are a few examples of how subjects are generated:

• User message: “Hi, I have a problem with my invoice”
  AI-generated subject: Issue with invoice not downloading
• User message: “Hello”
  Default subject: Conversation with John Doe

Plan availability

AI-Generated Chat Subjects are available automatically for all accounts on the Professional Plan and above (see pricing).
This feature is enabled by default and cannot be turned off at the moment.

FAQ

Can I turn off AI-generated subjects?
Not at the moment. Subject generation is automatically available for all chat conversations.

Will subjects change automatically if the conversation evolves?
No. The AI only generates the subject once — after the first minute. Any later updates must be done manually by an agent.

Can I edit the subject after it’s generated?
Yes. Agents can freely edit or override the subject from the inbox or conversation details view.

What if AI can’t find enough context?
If there isn’t enough context, the AI will skip generation and keep the default subject.