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Considerations for Call Summaries and Generative Conversation Insights
To use call summaries and generative conversation insights, consider supported functionality, usage, limitations and allowances, limits, and other issues.
Required Editions
| Available in: Lightning Experience |
|---|
| Available in Enterprise, Performance, Unlimited, and Agentforce 1 Sales Editions with Einstein Conversation Insights. |
Language and Locale Support
Call Summary uses the transcript language from the video call record to guide the large language model to generate output in the specified language. For Generative Conversation Insights, the insight must be configured with the same language as the transcribed language in order to process generative insights.
The following languages and locales are supported.
- Arabic
- Bulgarian
- Catalan
- Chinese (Simplified and Traditional)
- Croatian
- Czech
- Danish
- Dutch
- English (Australia), English (England), English (India), English (Ireland), English (New Zealand), English (Scotland), English (US)
- Finnish
- French (Canada), French (France)
- German
- Greek
- Hebrew
- Hindi
- Hungarian
- Icelandic
- Indonesian
- Italian
- Japanese
- Korean
- Latvian
- Lithuanian
- Norwegian
- Polish
- Portuguese (Brazil), Portuguese (Portugal)
- Punjabi
- Romanian
- Russian
- Serbian
- Slovak
- Spanish (Spain), Spanish (US)
- Swedish
- Thai
- Turkish
- Ukrainian
- Vietnamese
For orgs using Vendor Transcript Processing, the languages available for transcription are limited to those supported by each vendor. Check the help resources for each vendor to see the complete list of languages available:
Large Language Model Support
Call Summary and Generative Conversation Insights support these models.
GPT 4 Omni (GPT-4o)
Limitations and Allowances
- Call summaries are not currently exposed in Prompt Builder.
- Einstein Conversation Insights is not supported in Experience Cloud or Government Cloud.
- Orgs are limited to 8 active generative conversation insights.
- Call Explorer does not support prompt configuration with prompt templates.
- For Generative Conversation Insights, the insight must be configured with the same language as the transcribed language in order to process generative insights.
- The Einstein Trust Layer detects and masks certain types of sensitive data. Some data types detected by the Einstein Trust Layer are not supported in all the languages that Call Summary supports. For example, company name and credit card detection are supported in English, French, German, Italian, Japanese, and Spanish only. For more information see Einstein Trust Layer Region and Language Support.
Other Considerations
Call summaries are available for standard reporting and other API features through the GenAIConversationSummary standard object.
