Events from Einstein Activity Capture Are Not Linked to Video Calls Captured by Einstein Conversation Insights

Overview: In Salesforce, events captured through the Event Activity Capture (EAC) are not automatically linked to video calls recorded by the Event Capture Integration (ECI). This article explains how ECI relates video calls to other records and provides clarity on the behavior of these relationships.

Cause: The integration between EAC and ECI does not automatically link events to video calls. Instead, ECI automatically associates video calls with related records (e.g., Accounts or Opportunities) based on specific conditions. For example, ECI matches attendee email addresses to corresponding Salesforce accounts or opportunities to establish the relationship.

Current Behavior: In cases where a video call is associated with an Account, the video call is visible in the activity timeline of the related account. This behavior occurs because the video call is automatically related to the Account via the RelatedRecordId field. This matching is part of the standard functionality that ECI provides.

Conclusion: If the expectation is to automatically link events from EAC to video calls captured by ECI, this is not a built-in feature. It is important to note that this behavior is by design, and any enhancements to this functionality would require a feature request.