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Power AI Workflows for Einstein Conversation Insights with Invocable Actions
Use different invocable actions to get more out of your customer conversations. Harness these conversations to create sales agents, or draft sales emails and personalized pitches with a single click. For Einstein Conversation Insights, the available actions include Explore Conversation, Get Conversation Transcript, and Get Conversation Intelligence.
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 |
How can these actions help my sales teams?
There are innumerable ways you can use these actions to help. Some prominent examples include:
- Use conversation content to quickly draft sales emails that include relevant details.
- Send a recap of a call as an email to all the internal users who participated in a call.
- Get relevant call information about conversation intelligence details such as customer challenges, competitor mentions, and generative and custom insights configured for your organization.
- And do whatever you want with quick access to conversation transcripts.
What exactly are invocable actions anyway?
Invocable actions offer a way for Salesforce admins and developers to create actions in a consistent way. With invocable actions, internal and external developers can implement any type of action, whether it's posting on Chatter or invoking an Apex class.
Invocable actions can appear in Flow Builder, Apex, REST API, Prompt Builder, or Agentforce.
Salesforce admins can access invocable actions in Flow Builder. From Setup, enter Flows in the Quick Find box, then select Flows.
Explore Conversation
The Call Explorer feature allows users to ask questions about voice and video calls. Gather information about a call, such as product mentions or outstanding customer questions. Answers are provided based on the conversation transcript using generative AI. With the Explore Conversation invocable action, you can automatically embed this feature in your teams’ existing processes.
Get Conversation Transcript
Use the Get Conversation Transcript invocable action to harness conversation data in Flow Builder, Apex, and REST API. Use this information to automate record updates and risk escalation, or generate call recaps based on voice and video call conversations. Get access to the raw transcript to get the vendor transcript earlier, or get the processed transcript that includes more call details provided during processing.
Get Conversation Intelligence
Create flows and use other methods to automatically get information about call summaries and call insights (including automatic insights, keyword insights, and generative insights). This can include information about customer challenges, competitor mentions, and any custom insights you’ve configured.
- Explore Conversation Invocable Action
The Call Explorer feature allows users to ask questions about voice and video calls. Gather information about a call, such as product mentions or outstanding customer questions. And with the Explore Conversation invocable action, you can harness this power through Flow Builder, Metadata API, REST, Apex, and Agentforce. - Get Conversation Transcript Invocable Action
Use the Get Conversation Transcript invocable action to harness conversation data in Flow Builder, Apex, and REST API. Use this information to automate record updates and risk escalation, or generate call recaps based on voice and video call conversations. Get access to the raw transcript to get the vendor transcript earlier, or get the processed transcript that includes more call details provided during processing. - Get Conversation Intelligence Invocable Action
Create flows and use the REST API and Apex to get information about call insights and call summaries. This can include information about customer challenges, competitor mentions, and any custom insights you’ve configured. - Post Call Automation Best Practices
Make the most of your AI workflows for your conversation data by considering these best practices and nuances.
