Recording Providers

By connecting a recording provider, you’re granting Salesforce permission to store and analyze sales recordings from this source. It’s your responsibility to make sure you’re complying with the recording laws in the places where your organization does business.

Note Salesforce employees may access and review this data, including recorded calls, for the purposes of improving and training the product.

Connecting also shares the email addresses of Salesforce users with this recording provider to match recorded calls with users.

Einstein Conversation Insights supports Google Meet, Microsoft Teams, and Zoom Meetings for video calls. These voice recording providers are supported.

• Sales Dialer
• Service Cloud Voice with Amazon Connect
• Service Cloud Voice with Partner Telephony
  

  Note Service Cloud Voice with Partner Telephony is only supported for telephony partners that host audio files on Amazon Web Services (AWS). Audio files that are not hosted on AWS are not processed.

  We recommend verifying with telephony partners to ensure that ECI is fully supported through Service Cloud Voice with Partner Telephony if the partner is not already listed here.

• Service Cloud Voice with Partner Telephony from Amazon Connect
• Dialpad, RingCentral, Aircall, and Amazon Connect

  There are additional setup steps and requirements to connect these providers. For more information, see Integrate Voice Connectors with Einstein Conversation Insights.

The following partners are also supported: CloudTalk, Fastcall, Natterbox, PhoneIQ, Redbox, and Tenfold. Reach out to these telephony providers about using their product with Einstein Conversation Insights.

Note To use other recording providers, inquire about implementing an API solution to connect your provider. More information can be found in Einstein Conversation Insights API Setup for Recording Providers.

For more information about the types of information that can’t be imported, see our Trust and Compliance site.

For information about adding Zoom as a video recording provider, see Set Up Zoom Integration. Zoom Phone is not supported out of the box.

• Gong Integration with Einstein Conversation Insights
  Connect Gong to begin importing call transcripts into Einstein Conversation Insights. Use Gong with out-of-the-box agents like Lead Nurturing agent, Sales Management agent, and others available with Salesforce AI.