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Salesforce Voice : Missing Transcripts in Salesforce Voice Work Summaries (Einstein Work Summaries)

Fecha de publicación: Jan 19, 2026
Descripción

You may encounter cases where the Einstein Work Summary fails to include parts of the actual Voice Call transcripts.

This issue is caused by the extraction logic in the "Get Transcripts for a Voice Call" flow, specifically the "Get Conversation Transcripts" action. The system only retrieves transcripts (ConversationEntry) that meet the following criteria:

Filter Condition: The ConversationEntry record's ServerReceivedTimestamp must fall between the CallStartDateTime and the CallEndDateTime of the Voice Call record.

Each ConversationEntry corresponds to an individual utterance (one speech bubble in the conversation component).

If a timestamp falls outside of CallStartDateTime and the CallEndDateTime of the Voice Call record, the flow cannot fetch that specific part of the transcript, resulting in it being excluded from the Work Summaries.

Solución

How to Fix Missing Transcripts in Einstein Work Summaries

To fix missing transcripts in Einstein Work Summaries, manually adjust the Voice Call record timestamps to encompass all ConversationEntry records, then re-run the Einstein Work Summary.
Steps:

  1. Identify the ConversationEntry records that are missing from the Einstein Work Summary by comparing the conversation timestamps to the Voice Call record's CallStartDateTime and CallEndDateTime values.
  2. Use an API tool (such as Postman, Workbench, or the Salesforce CLI) to call the Salesforce Telephony REST API Update Voice Call endpoint.
    1. The endpoint path is: /telephony/v1/voiceCalls/ followed by the Voice Call record ID.
  3. In the API request body, update the startTime field (to cover earlier ConversationEntry records) or the endTime field (to cover later ConversationEntry records) so that all missing ConversationEntry timestamps fall within the updated range.
  4. Save the Voice Call record update.
  5. Re-run the Einstein Work Summary to regenerate the summary with the complete transcript.

    Note: The startTime and endTime values on the Voice Call record must fully encompass the timestamps of all ConversationEntry records you want included in the Einstein Work Summary.
Número del artículo de conocimiento

005298680

 
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