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Einstein Conversation Insights (ECI) Does Not Support Inbound Voicemails in Salesforce Voice

Fecha de publicación: Jul 21, 2026
Descripción

After an agent receives an inbound voicemail in Salesforce Voice, the Einstein Conversation Insights (ECI) transcript tab on the VoiceCall record does not load, even when the agent has valid ECI permission sets assigned. This is a known product limitation.

Observed Behavior

The behavior differs based on how the voicemail was delivered:

  • Queue-routed or Omni-Channel flow voicemails: The ECI transcript tab displays: "No Transcript. We haven't received the call transcript from the provider. Check back later, and reach out to your Salesforce admin if the issue persists."
  • Direct-to-rep voicemails: The VoiceCall record displays: "We're processing this call for insights. They should be ready soon." The transcript tab also displays: "No Transcript. We haven't received the call transcript from the provider. Check back later, and reach out to your Salesforce admin if the issue persists."

Neither scenario completes regardless of how long you wait.

Solución

Known Product Limitation

Einstein Conversation Insights (ECI) does not support inbound voicemails in Salesforce Voice. This is a known product limitation. ECI cannot process voicemail transcripts regardless of how the voicemail was delivered (queue-routed, Omni-Channel flow, or direct-to-rep), the agent's permission set assignments, or wait time. No workaround is currently available.

If you would like to see ECI support for inbound voicemails in a future release, submit a Feature Request on the Salesforce IdeaExchange.


Recursos adicionales
  • Salesforce Help: Set Up Einstein Conversation Insights
  • Salesforce IdeaExchange — Submit a feature request for ECI voicemail support
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Salesforce Help | Article