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            Set Up Call Insights

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            Set Up Call Insights

            Configure keyword insights related to mentions of competitors and products that are important to your Salesforce org. Or create custom keyword insights for when words or phrases relevant to your teams are mentioned. If your org has access to Generative Conversation Insights, use generative AI to track important themes and topics.

            Required Editions

            Available in: Lightning Experience
            Available in Einstein Conversation Insights, which is available in Starter, Pro, Enterprise, Performance, Unlimited, and Agentforce 1 Sales Editions
            User Permissions Needed
            To enable Einstein Conversation Insights: Customize Application
            Note
            Note You can create up to 100 custom insights. Each insight can have a maximum of 25 keywords, with each keyword limited to 255 characters.

            Automatic insights aren't configurable, and machine learning is used to automatically find these insights.

            1. From Setup, enter Call Insights in the Quick Find box, and then select Call Insights.
            2. From the Configurable tab, select Configure Insight.
            3. Select Keyword Insight or Generative Insight and follow the steps listed.
              For more details about configuring generative insights, see Configure Generative Conversation Insights.
            4. For Keyword Insights, enter the competitors and products that are important to your teams.
              Be conscious of the keywords and phrases that you select to avoid flagging sensitive information and to ensure the trust, safety, and privacy of your employees and customers. Limit words that could inadvertently or inappropriately affect people based on gender, religion, race, sexual orientation, income level, or any other sensitive category.

              Similarly, limit keywords that could be construed as surveilling or monitoring your employees. This feature isn’t a tool to assess employee satisfaction, gauge performance, or define normative behaviors.

            5. For custom insights, define insights for words or phrases that are relevant to your teams.
              To prevent incorrect classification, avoid keywords already covered by automatic insights. For example, mentions about payment and purchase orders are already covered by the Pricing Mentioned insight, and shouldn’t be used for a new custom insight.
            6. Activate and save any relevant keyword insights.
              Don't forget to configure separate insights if your insights apply to calls in different languages.
             
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