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Vendor Transcript Processing
With Vendor Transcript Processing, your sales teams can quickly access call summaries and critical call insights for their video calls. Sales managers can quickly deliver coaching tips to their reps and see how they’re doing. Existing ECI customers can toggle the feature on. New customers have it auto-enabled and can’t turn it off.
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 |
Enable Vendor Transcript Processing
Vendor Transcript Processing is on by default for orgs newly enabling Einstein Conversation Insights. The feature can’t be turned off after it’s enabled.
To enable Vendor Transcript Processing, from Salesforce Go, enter Einstein Conversation Insights under Features. Then enable Vendor Transcript Processing.
Enable Auto-Transcribe with Your Video Provider
In order to ensure that transcriptions are available in Salesforce, we recommend that you turn on auto-transcribe in your video provider’s setup page. This ensures that you don’t miss processing any calls that you might forget to transcribe. More information is available on each provider’s site:
Calls must be transcribed in order to be processed. If calls are recorded without being transcribed, related records are created that don't include a transcript or insights.
Connect Your Video Recording Provider
Make sure your video recording provider is connected to start processing your calls with Einstein Conversation Insights.
After video recording providers are enabled at the org level, users need to connect their accounts to use them with Einstein Conversation Insights.
Keyword and Automatic Insights
With Vendor Transcript Processing, all the available keyword insights (competitor, product, and custom insight) are supported.
The automatic insights available to Einstein Conversation Insights for Sales users include:
| Insight Type | Description |
|---|---|
| Next Steps | Follow-up, scheduling, and action items mentioned in calls |
| Pricing Mentioned | Quotes, cost, payment, and purchase orders mentioned in calls |
| Challenges | Issues such as time, additional approval, or other challenge-related phrases |
| Objection - Budget | Objection related to price |
| Objection - Authority | Objection calling for input from someone else |
| Objection - Need | Objection related to a lack of interest or need |
| Objection - Timing | Objection indicating that the timing isn’t right |
The Trending, Longest Monologue, Longest Customer Story, and Question automatic insights aren't available in orgs with Vendor Transcript Processing enabled.
Supported Transcription Languages
With 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:
