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            Collections and Recovery | Compile Script for Next Call Based on Previous Collections Interactions

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            Collections and Recovery | Compile Script for Next Call Based on Previous Collections Interactions

            Gets recent voice call records and their transcripts, truncates the combined transcript text to a predefined character length, and provides the summary to the user. Also, gathers notes associated with the collection plan, combines note titles and text previews, truncates this combined text to a predefined length, and provides the summary to the user. Compiles a call script for collections specialists for their next customer conversation.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions with the Agentforce for Financial Services add-on or included in Agentforce 1 Financial Services Edition. Requires each user to have the Agentforce for Financial Services add-on to access the action.
            User Permissions Needed
            To compile script for the next call:

            Collections and Recovery Specialist

            AND

            Einstein for Financial Services
            See Common User Access for Standard Agent Actions.

            Action Details

            API Name CompileScriptForNextCallBasedOnPreviousCollectionsInteractions
            Reference Action Type Prompt
            Reference Action Compile Script for Next Call Based on Previous Collections Interactions
            Does this action execute one or more prompt templates? Yes

            Compile Script for Next Call Based on Previous Collections Interactions and Prompt Templates

            This action calls the SummarizeVoiceCallTranscriptsAndNotes prompt template to create a call script for the customer call based on previous collections interactions.

             
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