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1. Multimodal support is now the normal case

Real support queues mix screenshots, product photos, PDFs, and chat logs. The hard part is not just reading them. It is reconstructing the user context quickly enough for the next person to act.

2. Good summaries preserve context, not just brevity

The value of a summary drops fast if it removes timing, device context, previous troubleshooting steps, or order details. A usable summary should keep the current problem, the supporting evidence, and the next action in one structure.

3. Attachment analysis and conversation history should stay distinguishable

Teams should be able to tell what was extracted from the image or file and what was inferred from the conversation. That separation makes review easier and reduces avoidable mistakes.

4. Summaries should feed routing directly

A support summary is more useful when it already proposes the target team, urgency, and reply direction. That moves the agent from note-taker to workflow coordinator.

5. Measure reduced re-reading, not perfect summarization

In practice, teams feel the value when agents spend less time reopening attachments, first response gets faster, and handoffs need less clarification. Those are better operating metrics than abstract summary quality alone.