Otter AI Chat Overview V2 – Help Center

Otter AI Chat helps you ask questions, generate content, uncover insights, and take action using information from your meetings and conversations.

Use Chat to ask questions about your meetings, find information across conversations, analyze meeting content, or generate summaries and other content. Switch to Work mode when you want Otter to complete tasks for you, such as creating Jira tickets, adding pages to Notion, creating files in Google Drive, or drafting emails in Gmail.

Rollout: The new AI Chat experience with Chat and Work mode is gradually rolling out. If you don’t see the updated experience in your account yet, check back soon as availability continues to expand.

Note: All accounts are opted into AI Chat by default. If you do not see the option to use AI Chat in your account or workspace, please have your admin contact our Otter Support Team.

Otter AI Chat built for you

AI Chat works across your conversations in Otter, including meetings shared with you. It can answer questions about past meetings, use context from conversations, channels, folders, and connected apps such as Jira, Gmail, and Notion, and help you find important information without manually searching through transcripts.

✅ Private by default

Your AI Chat sessions are visible only to you unless you choose to share them. This allows you to explore ideas, draft content, review insights, and complete tasks privately.

✅ Chat or get work done

Use Chat when you want to ask questions, analyze information, or generate content from your meetings.

Use Work mode when you want Otter to complete a task or take actions using your connected apps.

✅ The same chat experience everywhere

AI Chat is accessed the same way across Otter, whether you’re on the Homepage, inside a Conversation, or in a Channel.

Note: AI Chat 2.0 is available on web and desktop, while the mobile app still uses AI Chat 1.0. You may notice some differences in experience during this transition. Refer to our FAQs for more details.

✅ Contextual answers

AI Chat understands the context you provide, including conversations, channels, folders, and supported connectors. This allows Chat to generate more relevant responses and Work mode to complete tasks using the information you choose.

Disclaimer: Responses from Otter AI Chat are based on existing AI language data models and may not always reflect the most up-to-date information or be factually correct. Users should exercise their own judgment and critical thinking when relying on responses from AI Chat. By interacting with AI Chat, you acknowledge and agree to the disclaimers. If you do not agree with any parts of the disclaimers, please refrain from using AI Chat.

Explore Otter AI Chat by device

Otter AI Chat is available across Desktop & Web and Mobile, with some features and workflows varying by platform. Select your device below to view the AI Chat experience, features, and instructions available for your device.

Desktop & Web

The latest Otter AI Chat experience on Desktop & Web gives you two ways to work with AI Chat: Chat and Work. Use Chat to ask questions, explore information, analyze your meetings, and generate content. Use Work when you want Otter to complete more complex tasks, create files and deliverables, or take action using your connected apps.

You can switch between Chat and Work at any time based on what you want to accomplish. Both can use context from your Otter conversations, channels, folders, and supported connectors to help you get relevant results.

Chat mode

Use Chat to ask questions, analyze your meetings, find information, and generate content from your Otter conversations. You can ask Chat about a specific conversation or expand its context by adding conversations, channels, folders, or information from supported connectors.

Tip: Use Chat when you want fast answers, exploration, or light editing.

Each request you start in Chat creates a Chat session. Continue asking follow-up questions within the same session to explore a topic, request more details, or refine responses while maintaining the context of your conversation.

You can continue asking follow-up questions within the same session. AI Chat maintains the context of your session so you can refine its answers or ask for additional information.

Sample Chat questions

Examples	Example questions
Product or feature questions	“In one paragraph, explain the difference between these two features for a customer-facing FAQ.” “Summarize the main limitations of this feature on the entry-level plan in 3 bullet points.” “From this feature list, what are the top 3 value propositions for admins?”
Clarifications and comparisons	“What’s the difference between a workspace admin and a workspace owner in Otter?” “Compare Analog and Digital features in a short table for internal training.” “Is there anything in this document that conflicts with our current pricing page?”
Small edits and refinements	“Rewrite this paragraph to be clearer and 20% shorter while keeping the same meaning.” “Turn these bullets into a short customer-facing release note in a neutral tone.” “Make this error message friendlier while keeping it precise and actionable.”
Troubleshooting and exploration	“Given this transcript, what are the top 5 user pain points mentioned?” “What are three hypotheses for why customers are confused about Work mode?” “I want a tooltip for the orange dot. Propose 3 versions under 80 characters each.”

Work mode

Work mode turns AI Chat into a task-oriented assistant that can complete work on your behalf using the context and instructions you provide.

Use Work mode when you want Otter to go beyond answering a question and complete a task or create a finished deliverable. Work mode can handle multi-step requests, analyze and organize information, create files such as PowerPoint presentations and Word documents, and complete other work-related tasks.

Work mode can also take action through supported connectors. For example, you can ask Otter to create Jira tickets from product follow-ups, document meeting decisions in Notion, create files in Google Drive, or draft emails in Gmail.

Work mode will determine the steps needed to complete the request and use available context and connectors to work through the task.

Review and approve actions

Some actions require your permission before Work mode can complete them.

When approval is required, AI Chat displays a Permission needed message showing the action it wants to take.

Review the requested action and select:

Allow to authorize AI Chat to complete the action, or Deny to prevent the action.

AI Chat will not complete an action that requires approval until you allow it. If you do not respond within a certain period, AI Chat will prepare the available content or next steps for you to manually copy to the third-party platform, so you can continue the task without starting over.

Tip: You can ask AI Chat to try the task again and provide the required permissions when prompted to complete the action directly in AI Chat.

Retry a response

If you want AI Chat to try answering your prompt again, click the Retry icon below the response. You can retry the request using:

Chat — Generate another response in Chat.
Work mode — Send the request to Work mode when you want AI Chat to complete a task or take action based on your request.

Note: Retrying a request in a different mode will start a new AI Chat session.

AI Chat sessions

All AI Chat sessions are private to you. You can start a new session at any time or return to a previous session to continue working. To view past sessions, click the session menu in the upper-left corner of the AI Chat page or panel. On Web & Desktop, the session list contains both Chat and Work sessions. Work sessions display Work next to the session name, while Chat sessions do not display a mode label.

Note: Only AI Chat 2.0 sessions appear in the dropdown on web and desktop. Chat 1.0 AI Chat history (Private Chat) was migrated and is available as a session history entry at the bottom called Previous Chat History. For Conversation Chat, history was not migrated to Chat 2.0. If you need help accessing older conversations, please contact our Otter Support team.

View AI Chat sessions within a conversation or channel Filter your sessions to quickly find chats related to the conversation or channel you’re viewing

When you open AI Chat from a conversation or channel, you can filter your session history to view sessions related specifically to that conversation or channel. This makes it easy to return to relevant AI Chat sessions without searching through your entire history. Select All at any time to view all of your AI Chat sessions and switch to another chat session.

AI Chat session history and notifications Return to past sessions and see when a session has an update or needs your attention

Chat and Work sessions appear together in your AI Chat session history. You can leave a session and return to it later, allowing you to continue using Otter while AI Chat works on your request.

Use the indicators next to each session to quickly check its status:

A blue dot indicates that the session has a new update for you to review.
An orange dot indicates that the session needs your attention, such as when AI Chat requires your permission before it can continue an action.

Open a session at any time to review its latest progress, respond to a request for action, or continue working from where you left off.

Continue working with the task

You can continue giving instructions after it completes a step in either Chat or Work mode. For example, you can ask it to modify the content it created, use additional meeting context, or complete another related task.

Add context to AI Chat

Interact with AI Chat seamlessly across all your conversations on the homepage, in conversation, or in channel. Start in one conversation and end up in another anywhere within Otter. Ask questions and pull additional details anytime. Mention a conversation, channel, or folder to add additional Otter content to your chat.

Click @ Add context, search for the item you want to use, and select it to add it to your prompt. You can add or remove context throughout the same Chat session.

For every response, you can see the sources AI Chat used to generate its answer. Click on any of the added context to view the source directly. Otter lets you add or remove conversations, channels, or folders within the same chat session, so you can refine context as you ask questions and uncover insights.

Show thinking See how AI Chat worked through your request and generated its response

Click Show thinking to view additional information about how AI Chat worked through your request.

Access sources and content created by AI Chat Open referenced sources, generated files, and content created by AI Chat

AI Chat makes it easy to continue working with the information in a response. Open referenced conversations and connected content from links in the response, or preview, download, and access files and content that AI Chat creates for you.

AI Chat connectors

Plan: AI Chat connector availability may vary by Otter plan. Additional connectors may be introduced over time and may be subject to plan eligibility and feature availability. Refer to our pricing page for the most up-to-date information.

AI Chat connectors are integrations that allow Otter to securely access external tools, files, and data sources, such as cloud storage, messaging platforms, or CRM systems. By using connectors, users can search for or create documents, pull in real-time information, and automate workflows without leaving AI Chat, making operations more powerful, context-aware, and useful for everyday work.

Add a connector Connect supported apps to bring more information and actions into AI Chat

The steps below will be similar for all connectors. You can manage and add connectors directly from the AI Chat menu or on the Integrations page.

Click the plus (+) icon, select Add connectors, and click Add next to the connector you want to use.
Sign in to your account and review the information. Click Allow to connect.
AI Chat can now pull information from connected sources. Toggle connectors on or off to control what’s included in your search scope.

Available connectors Explore the connected apps currently supported by AI Chat, including Jira, Notion, Google Drive, Gmail, and more

Connector	Key Capabilities	What You Can Do in AI Chat
Google Drive	View, download, create, edit, and delete files	Search documents, summarize files, create or update content
Gmail	Read emails, manage settings, draft and send emails	Search inbox, summarize threads, draft or send emails
Jira	View and update issues (jira-work)	Search tickets, review status, update or manage issues
Notion	Access pages/databases, respect permissions, search, take actions	Search workspace content, summarize pages, update content based on access level

Tip: You can pair connectors with context to further expand your AI Chat scope.

Jira connector

Connect by clicking Add in the AI Chat menu, or by clicking Connect through the Integrations page for Jira.
Sign in to your Jira account, review the permissions, and click Accept to finish connecting your account.
Jira is now connected. Make sure it is toggled on in the connectors menu before querying.

Known Jira issue

You may encounter issues connecting to MCP if your organization restricts MCP access through Atlassian policies. If you see this error, contact your Atlassian admin and ask them to try the following:

Allow Atlassian MCP to connect to your Atlassian site. Learn more about authorizing apps in Atlassian.
Add https://otter.ai/** to your domain allowlist.
- Learn more about adding trusted domains in Atlassian.
- Review Atlassian’s supported domain pattern requirements.

Note: These errors originate from Atlassian settings and policies, not Otter.ai. Please have your admin resolve the issue in Atlassian. Atlassian documentation and links may change over time, so refer to Atlassian’s official documentation for the most up-to-date instructions and resources.

Salesforce connector

For Enterprise users, Salesforce is available as a connector. Visit our pricing page for more details, or learn more about using AI Chat with Salesforce.

Access AI Chat in the view that works best for you. Use Panel view to chat alongside the conversation you’re viewing, or switch to Expanded view for a larger, focused AI Chat experience.

Panel view Use AI Chat alongside the conversation or content you’re viewing

When you’re in a conversation or on the homepage, you can access AI Chat anytime in the right panel. Click on the Chat icon while in collapsed view to open the right panel if you do not see it.

Expanded view Open AI Chat in a larger workspace for a focused experience

You can open the expanded view by clicking AI Chat in the left navigation menu or selecting Expand from the panel view. Click Collapse to return to the conversation you were viewing.

Note: The Collapse option is only available when you open AI Chat from the panel. If you navigate directly to the AI Chat page, Collapse will not appear.

Manage AI Chat settings for meetings

Go to Integrations → Meetings to manage all of your AI Chat settings for meetings. Control which meetings AI Chat can access.

Mobile

AI Chat is also available in the Otter mobile app, so you can ask questions, work with your meeting content, and complete tasks while on the go. The mobile experience may differ from Otter Web & Desktop, and some features, controls, or workflows may not yet be available on mobile. We’re continuing to update the mobile experience and bring more AI Chat capabilities across platforms.

Rollout: The new AI Chat experience 2.0 is now available on Otter Web & Desktop. The mobile Otter app currently uses the previous version of AI Chat 1.0, but will soon get the new experience in future updates. See our FAQs for more details.

Access AI Chat on mobile

Open the Otter mobile app and tap AI Chat to start a new session or continue working in an existing one.

Start asking questions, analyzing information, or completing tasks with Otter AI Chat.

Access past AI Chat sessions View and return to previous Chat and Work sessions from your mobile device

Select the chat session.

Access AI Chat from a conversation Ask questions and complete tasks using the conversation you’re viewing as context

When viewing a conversation in the mobile app, tap AI Chat to ask questions using that conversation as context. This is useful when you want to summarize a meeting, find a specific detail, identify action items, or ask follow-up questions about what was discussed.

Access AI Chat from a channel Ask questions and explore information using conversations in the channel as context

Open a channel and tap AI Chat to ask questions about conversations and information available in that channel. AI Chat can use the channel as context to help you identify themes, summarize discussions, find relevant information, and answer questions across related meetings.

Add context and use connectors on mobile

Add context to help AI Chat provide more relevant responses and complete tasks using the information you choose. Depending on availability, you can add conversations, channels, folders, and supported connected apps as context. Tap the plus (+) icon.

You can also toggle your existing connectors on or off directly in the mobile app to control which connected apps AI Chat can use for your request.

The mobile experience may still show Express and Advanced modes during the rollout of the new AI Chat experience. As the mobile experience is updated, these will be replaced by Chat and Work mode.

Note: You cannot currently add, remove, or manage connector connections from the mobile app. Set up and manage your connectors using the desktop app or web browser first.

FAQs

👉 View our article for disclaimers and all FAQs.

What is the difference between Chat and Work mode?

Use Chat to ask questions, analyze your meetings, find information, and generate content.

Use Work mode when you want AI Chat to complete a task or take actions on your behalf. Work mode can use supported connectors to complete tasks such as creating Jira tickets, adding content to Notion, creating files in Google Drive, or drafting emails in Gmail.

What happened to Express and Advanced modes?

Express and Advanced are no longer selectable AI Chat modes in the new experience. AI Chat now provides Chat and Work modes, with the advanced AI experience used by default.

When should I use Work mode instead of Chat?

We recommend using Work mode when your request involves completing a task or taking an action rather than only generating an answer.

For example, use Chat to ask, "What feature requests came up in my recent product meetings?" Then use Work mode to ask, "Create Jira tickets for those feature requests."

Why is AI Chat asking for permission?

Some actions require your approval before Work mode can complete them.

Review the action shown in the Permission needed message. Click Allow to authorize the action or Deny to prevent AI Chat from completing it.

Can Work mode take actions without my permission?

Some actions may require explicit approval before they can be completed. When approval is required, AI Chat will display the requested action and wait for you to select Allow or Deny.

Can I switch between Chat and Work mode?

You can switch between Chat or Work from the AI Chat prompt box when starting a new chat. You can’t switch between the modes during an existing chat, but you can retry chat responses using Chat or Work.

Retrying a chat response in the new mode will create a new chat session.

How can I tell whether a previous session used Chat or Work mode?

Open your AI Chat session history. Sessions created using Work mode display Work next to the session name. Chat sessions do not display a mode label.

Can Chat and Work mode use the same context and connectors?

Yes. You can provide AI Chat with relevant Otter context, such as conversations, channels, and folders, when asking questions or completing tasks. Supported connectors can provide additional external context and capabilities.

Can I manage connectors on the mobile app?

No. You can only add, remove, or manage connector connections using the desktop app or web browser at this time.

Once a connector is set up, you can use supported connectors on mobile to pull in information and complete tasks. You can also toggle connected apps on or off directly in the mobile app.

Why can’t I see my previous chat history?

Not all chat and conversation history from AI Chat 1.0 was migrated to AI Chat 2.0, and migrated content from AI Chat 1.0 will not appear in the session dropdown.

If you are missing any chats or need to retrieve older conversation history, contact our Otter Support team.

What is the 2.0 experience of AI Chat?

AI Chat 2.0 is the latest version of Otter’s AI Chat experience, designed with improved performance and new capabilities.

Otter Web & Desktop: Available now ✅
Otter Mobile (iOS & Android): Coming soon 🟠

In the mobile app, AI Chat will continue to use the previous 1.0 experience until the update is released.

Why does AI Chat look different on desktop versus mobile versions of Otter?

AI Chat may look different depending on the platform you’re using, as different versions are currently available:

Otter Web & Desktop: AI Chat 2.0
Otter Mobile (iOS & Android): AI Chat 1.0

Some features, such as session history and a unified chat experience across conversations, channels, and folders, are only available in AI Chat 2.0 and are not yet supported on mobile.

Rollout: The updated AI Chat 2.0 experience will be coming to mobile in a future release.

Why is AI Chat missing in my account?

All accounts are opted in to AI Chat by default. If you do not see the option to use AI Chat in your account or workspace, please have your admin contact our Otter Support team.

Can I opt out of AI Chat?

Yes. Learn more about opting out of AI Chat.

Why is the AI chat response unrelated to my question?

Sometimes the AI chat may generate a response that doesn’t fully match your question. This can happen due to a phenomenon called AI hallucination. Read our Understanding hallucinations across Otter AI Chat article for more info.