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            Einstein Conversation Insights Related Record Matching

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            Einstein Conversation Insights Related Record Matching

            Einstein Conversation Insights (ECI) can match related records to voice and video calls automatically. This includes matching call records with related opportunities or accounts, and matching call participants with the right user, contact, or lead. These record connections are important for associating sales calls with corresponding deals, and ensuring that vital details remain accessible and context-specific.

            Required Editions

            Available in: Lightning Experience
            Available in Einstein Conversation Insights, which is available in Starter, Pro, Enterprise, Performance, Unlimited, and Agentforce 1 Sales Editions

            Salesforce admins can turn on the Related Record Matching feature if it's not already enabled. From Setup, enter Einstein Conversation Insights in the Quick Find box, then select General Settings and enable Related Record Matching.

            Voice and video calls are matched at an overall record level using the Related Record field. Individual participants on calls are also matched to existing records based on meeting data.

            Related Record Matching uses call participant details to match opportunities and accounts to calls. Closed opportunities and opportunities that haven’t been modified within two years aren’t included.

            Linked records can display conversation data, including insights and call transcript snippets, from the activity timeline of related records.

            Note
            Note Call data also appears in the activity timeline separately for call participants, such as users, contacts, and leads. This applies even if these records are not listed in the call records’ Related Record field.

            Salesforce attempts to populate the Related Record field when a call is first processed, though users with record access can manually update the field later. If no match is found initially, ECI attempts to find a match each day for 7 days after the call was created in the event that a new related record is found.

            If no match is initially found for video call participants, ECI also attempts to find a match each day for 7 days after the call was created as well. This match is based on the email address and alias name of call participants.

            The way records are matched is different for voice and video calls.

            • Related Record Matching for Video Calls
              With the Einstein Conversation Insights (ECI) Related Record Matching setting enabled, ECI uses participant details to link useful information between video calls and relevant records, typically an opportunity. Call participants are also matched based on call details.
            • Related Record Matching for Voice Calls
              With the Einstein Conversation Insights (ECI) Related Record Matching setting enabled, ECI uses participant details to link useful information between voice calls and relevant records, typically an opportunity. Call participants are also matched based on phone numbers.
            • Troubleshooting Record Matching for Einstein Conversation Insights
              Check common issues as you troubleshoot record matching issues.
             
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