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            Related Record Matching for Video Calls

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            Related Record Matching for Video Calls

            With the Einstein Conversation Insights (ECI) Related Record Matching setting enabled, ECI uses participant details to link useful information between video calls and relevant records, typically an opportunity. Call participants are also matched based on call details.

            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
            Note
            Note For custom logic, this field also supports flow builder to set up any preferred matching if Related Record Matching is turned off.

            Related Record Matching uses an algorithm to link video calls to an opportunity or account. The related record is matched to the video call’s Related Record field in the following order:

            Example
            Example
            1. Contact Leads to arrow Opportunity Contact Role Leads to arrow Opportunity

              ECI takes all the participants on the video call, and checks if there are contacts associated with any participants. We check the opportunity contact role for the contacts and link the related opportunity.

            2. Contact Leads to arrow Account Leads to arrow Opportunity

              ECI takes all the participants on the video call, and checks if there are contacts associated with any participants. We check the parent accounts for the contacts (if no opportunity contact roles are listed) and link the related opportunity.

              Opportunity records are filtered out if either the opportunity owner or any of the opportunity team members (when team selling is enabled) is not a call participant. The matching then falls back to matched account records in the Contact Leads to arrow Account Leads to arrow Opportunity flow.

            3. Email Address Leads to arrow Account Leads to arrow Opportunity

              ECI checks the email addresses of the participants, and matches the email domain to any account where the website matches the domain. The related opportunity is then matched to the record.

              Note
              Note If multiple opportunities are found, we link the one with the most opportunity contact roles related to contacts on the call. If there are opportunities with the same number, we link the opportunity that was most recently modified.

              If no relevant opportunities are found, we attempt to match relevant accounts.

            4. Contact Leads to arrow Account

              ECI takes all the participants on the video call, and checks if there are contacts associated with any participants. We check the parent accounts for the contacts and link the most recently updated account.

            5. Email Address Leads to arrow Account

              ECI checks the email addresses of the participants, and matches the email domain to any account where the website matches the domain. The related account is the one most recently updated.

            Participant Matching

            We try to match each individual participant on a call with a record (user, contact, or lead) based on participant email address. Once matched, call and insight data will show in the activity timelines for all related participant records.

            Participants are matched in the following priority order.

            Example
            Example
            1. User
            2. Contact
            3. Lead

            The following user types are excluded from matching: CSPLitePortal, AutomatedProcess, CloudIntegrationUser, CSNOnly, DBLite, LicenseManager, and PartnerNetwork. If a user is not one of the excluded types, user is prioritized over the contact or lead for matching.

            When no email address is used to log in, we try to match the alias used to join the call with an existing record.

            Note
            Note When a video provider does not provide an email (such as when a user joins a meeting without being logged in), we may not be able to match the participant to a record simply on the name entered.

            However, if Einstein Activity Capture and calendar sync is enabled, we will also attempt to match this participant using calendar invites. If an email on the invite corresponds to a record, then a participant name can be matched to that record even if the participant joined the meeting as a guest.

            For Google Meet participants, ECI can get email addresses from the calendar invite without Einstein Activity Capture and calendar sync.

             
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