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Prepare to Set Up Voice Connectors
Consider the requirements before setting up voice connectors.
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 |
| Available with Enablement, which is available for an additional cost in: Enterprise, Performance, and Unlimited Editions |
General Setup Considerations
- This setup process should be completed by a Salesforce admin with the appropriate permissions.
- It’s a Salesforce best practice to use a separate user to complete the integrations between ECI and your voice provider. You can create a user with Salesforce admin permissions dedicated to this purpose in advance, and then log in as this user for the configuration tasks.
- Admin access to the individual voice connectors is also required during the implementation process. Make sure you have that information available if it’s handled by someone else.
- Depending on the voice connector, you sometimes need to email the related vendor, which can add time to the implementation process.
- The voice recording providers set up with the Voice Connector app here (Aircall, Amazon Connect without Service Cloud Voice, Dialpad, and RingCentral) are not supported with the Conversation Insights for Service permission set.
| Salesforce Admin or User Task | Preferences and Permissions Required |
|---|---|
| To set up Einstein Conversation Insights | Customize Application, Modify All Data, Assign Permission Sets, and Manage Users |
| To complete integration tasks | Conversation Insights Integration User |
| To use Einstein Conversation Insights for Sales | Sales Engagement Conversation Insights, Sales Cloud Bundle Included, Einstein Conversation Insights Included, OR Conversation Insights for Sales permission set |
Other Setup Considerations
- Retrieving call data from third-party CTI provider APIs can include limitations around how many calls are supported. Check with your provider for any limitations.
- Calls are pulled in real time from each provider's API. Calls are also pulled in a batch update every hour for the first day if they're not pulled in real-time. For calls created more than a day ago, use the Error Handling tab to retry processing. For Dialpad, batch updates are also run every hour, though there can be a delay of 24 hours before a call is pulled in.
- ECI doesn’t record calls, and a call being recorded is necessary in order to be processed by ECI.
- If your CTI supports mono call recordings only, instead of stereo, then enable the Optimal Speaker Separation setting to produce transcripts and fully process calls. This setting can be enabled in Setup, in General Settings under Einstein Conversation Insights.
- For Dialpad, we recommend contacting Dialpad Support about enabling auto recording capture prior to enabling the connector integration. Otherwise, only calls that are manually recorded by a rep are processed.
- For Amazon Connect, closely follow the configuration documentation. The Salesforce / Amazon Connect integration must be set up in a specific way to ensure the correct data exists to process calls.
- If a voice connector is disabled, delete any related scheduled jobs before enabling the connector again. If the scheduled jobs aren’t deleted, you can’t enable the connector again.
- For Aircall, Dialpad, and RingCentral, you can process calls that were made over the past seven days immediately after turning on the voice connector. This enables you to test and work with call insights, transcripts, and other features right away.
For a full list of considerations related to Einstein Conversation Insights, see Salesforce Help.
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