Loading

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

Publiceringsdatum: Jan 19, 2026
Beskrivning

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.

Lösning

To fix this, you need to manually adjust the call timestamps so they encompass all transcript records.

Use an API tool to call the "Update a Voice Call Record" endpoint.

Update the startTime or endTime of the Voice Call record so that it covers the timestamps of all missing ConversationEntry records before re-running the Work Summary.

Endpoint: /telephony/v1/voiceCalls/{CALL_ID}

Knowledge-artikelnummer

005298680

 
Laddar
Salesforce Help | Article