Description

Einstein Conversation Insights (ECI) automatically generates call summaries and conversation insights after a recorded video call from Zoom or Microsoft Teams. A call summary contains AI-generated highlights, action items, and key moments from the recorded conversation.
In some cases, a call summary does not appear on the Video Call record in Salesforce. Instead, users see one of the following:

The summary tab displays "No Summary yet"
The call shows a status of "Still processing" for an extended period (hours or days)
The summary generates for some calls but not others
The call summary is empty even though a transcript is available

This issue affects sales teams using ECI with Zoom or Microsoft Teams as their video recording provider.

Cause

ECI call summaries require a completed transcript before AI processing can begin. Summary generation fails or is delayed when any of the following conditions are present:
Most Common Causes

The transcript itself has not finished processing (see the related article on transcripts not generating)
The Insights Integration User is frozen or deactivated in the Salesforce org
A known product issue is affecting summary generation for Teams-recorded calls (GUS W-21705834)
The ECI activity platform health check is failing silently

Additional Causes

ECI was recently enabled or re-configured, and prior calls are not retroactively processed
The Video Call record is associated with a sandbox org, which has limited ECI processing support
The org is on Hyperforce and requires migration steps for ECI to function correctly

Why do some calls generate summaries but others do not?

ECI processes each call independently. A summary may fail for a specific call if the recording was shorter than the minimum length required for AI processing, if the recording quality was too low for transcription, or if the call was recorded in a language that is not fully supported. Confirm that the call recording meets the minimum duration and that the recording was captured successfully by the provider.

Does ECI process calls from sandbox orgs?

ECI has limited support in sandbox environments. Transcripts and summaries may not generate in sandbox orgs, including Full Copy sandboxes. For testing ECI features, Salesforce recommends using a Developer Edition org or a scratch org. Contact Salesforce Support if sandbox ECI processing is required for a specific use case.

How long does it take for a call summary to generate after a call ends?

Under normal conditions, a call summary appears on the Video Call record within 30 to 60 minutes after the call ends and the recording is uploaded to Salesforce. If a summary has not appeared after several hours, follow the resolution steps above.

Can ECI retroactively generate summaries for old calls?

No. ECI does not retroactively process calls that were recorded before ECI was enabled or before a configuration change was made. Only calls recorded after ECI is active and fully configured will generate transcripts and summaries.

Step 1: Confirm the Transcript Exists and Is Complete

A call summary cannot generate without a completed transcript. Before troubleshooting summaries, confirm that the transcript is available.

Open the Video Call record in Salesforce
Navigate to the Transcript tab on the Video Call record
Confirm the transcript shows a status of Completed — not "In Progress" or blank

If the transcript is missing or stuck in processing, resolve the transcript issue first. See Einstein Conversation Insights Transcript Not Generating for steps.
If the transcript is complete and the summary is still missing, continue to Step 2.

Step 2: Check the Insights Integration User

ECI uses a dedicated system user called the Insights Integration User to process summaries. If this user is frozen or deactivated, summaries stop generating.

In Salesforce Setup, go to Users
Search for Insights Integration User
Confirm the user is Active and not frozen
If the user is frozen: unfreeze the user, then navigate to Setup > Einstein Conversation Insights and toggle ECI off and back on to restart processing

Note: Toggling ECI off and back on does not retroactively reprocess old calls. Only new calls recorded after re-enabling will generate summaries.

Step 3: Run the ECI Health Check

The ECI activity platform health check verifies that the back-end services are functioning correctly.

In Salesforce Setup, go to Einstein Conversation Insights
Select Health Check or Status (label varies by release)
Review the status of each component — all items should show green or "Connected"
If any component shows an error or warning, note the message and contact Salesforce Support

Step 4: Verify ECI Is Fully Configured for the Recording Provider

ECI requires specific configuration for each recording provider (Zoom or Microsoft Teams).
For Zoom:

Confirm the Zoom connector is installed and connected under Setup > Connected Apps
Confirm Zoom Cloud Recording is enabled in the customer's Zoom account
Confirm the Zoom user's email address matches the Salesforce user's email address

For Microsoft Teams:

Confirm the Microsoft Teams connector is installed via the Voice Connector App
Confirm recording is enabled in the customer's Microsoft Teams admin policy
Confirm the Teams meeting organizer is a licensed ECI user in Salesforce

Step 5: Check for Known Product Issues

If the above steps do not resolve the issue, the org may be affected by a known product bug.

GUS W-21705834 — Affects call summary generation for Microsoft Teams transcripts. Engineering is actively working on a fix. If this issue is confirmed, set customer expectations and monitor for a resolution update.
If the customer recently enabled Vendor Transcript Processing (Fast Vendor Transcripts), note that Action Items may not appear on calls processed through this method. This is a known behavior — see the related article on Vendor Transcript Processing limitations.

Einstein Conversation Insights Call Summaries Missing or Not Generating