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Engagement Copilot Flows
Use Engagement Copilot flows to generate a summary of one or more engagement interactions with customers. The flows are in beta. To generate a summary, mention the record ID or record name in the Copilot utterance.
Required Editions
Warning This tool uses generative AI, which can produce inaccurate or harmful
responses. Before using, review the output for accuracy and safety. You assume responsibility
for how the outcomes of Einstein are applied to your organization.
| Available in: Lightning Experience |
| Available in: Starter, Professional, Enterprise, and Unlimited Editions with the Industries Service Excellence add-on license |
| Flow | Purpose |
|---|---|
| Service Innovations Einstein Copilot: Get Engagement Interaction Details | The flow retrieves the details of an engagement interaction record and the related engagement topics and notes records. Then, the flow sends those details to the associated prompt template as prompt instructions. |
| Service Innovations Einstein Copilot: Get Voice Call Details | The flow retrieves the details of a voice call record and the related conversation transcripts, engagement topics records, and notes records. Then, the flow sends those details to the associated prompt template as prompt instructions. |
| Service Innovations Einstein Copilot: Get Messaging Session Details | The flow retrieves the details of a messaging session record and the related conversation transcripts, engagement topics records, and notes records. Then, the flow sends those details to the associated prompt template as prompt instructions. |
| Service Innovations Einstein Copilot: Get Engagements Details | The flow retrieves the details of the engagement records from the Engagement Interaction, Messaging Session, and Voice Call session objects; the Engagement Topics and Notes related objects; and the related conversation transcripts. Then, the flow sends those details to the associated prompt template as prompt instructions. |
- Create a Flow by Using the Service Innovations Einstein Copilot: Get Engagement Interaction Details Template
Create a custom engagement interaction data retrieval flow to meet your business requirements. - Create a Flow by Using the Service Innovations Einstein Copilot: Get Messaging Session Details Template
Create a custom messaging session data retrieval flow to meet your business requirements. - Create a Flow by Using the Service Innovations Einstein Copilot: Get Voice Call Details Template
Create a custom voice call data retrieval flow to meet your business requirements. - Create a Flow by Using the Service Innovations Einstein Copilot: Get Engagements Details Template
Create a custom engagements data retrieval flow to meet your business requirements. - Engagement Copilot Flows Limitations
Limitations are boundaries beyond which features are unavailable, performance is throttled, or usage billing charges are applied. Work with your account executive to find a solution that meets your goals.
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