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            Get Conversation Transcript Invocable Action

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            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.

            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

            Use this topic for more information about the Get Conversation Transcript action.

            You can also get conversation transcripts faster with the unprocessed vendor transcript. Select between getting the Raw or Processed transcript. The Processed transcript type includes more call details provided during processing. The Raw transcript type is limited to video calls only.

            You can use two types of flows related to call transcripts out of the box:

            • Get Call Transcripts to Ground Data for Emails

              Retrieves the call transcript for a voice or video call and builds a set of grounding data for email prompts.

            • Post Call Recap Emails

              Sends a recap of a call as an email to internal users who participated in the call. This flow is available as an example template and needs to be customized in order to be used by your sales teams.

            You can access these flows from the Flows page in Setup, and modify them in Flow Builder. These flows can be used in places like Prompt Builder. Your reps can then use ECI data to help draft sales emails or post-call recap emails.

            To use these flows, enable the feature from the General Settings page under Einstein Conversation Insights in Setup.

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