Limitation of Einstein Conversation Insight

There's a limitation with how ECI Google Meet matches participant email addresses, especially when external participants use personal email addresses that have the same display name as their work email accounts.

For example, let’s say a person has both a work email (e.g., email@mydomain.com) and a personal email (e.g., personalEmail@gmail.com) Both of these emails belong to the same person, but because the display name for both emails might be the same, ECI Google Meet gets confused. When our system checks the People API to identify the participants, it may mistakenly see both emails as the work email (since the display name is the same) and show them as internal participants.

As a result, the meeting might look like it only has internal participants, and the system could incorrectly block it as an "internal call."
This issue is rare and typically doesn’t happen in most cases. In most meetings, customers are meeting with people whose display names are different enough, so the system can correctly identify external participants and sync the call without any issues.