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Security and Data Storage for Einstein Conversation Insights
Review our policies around security and data storage specific to Einstein Conversation Insights.
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 |
Our Trust and Compliance site has detailed information about Salesforce services, including Einstein Platform Security, Privacy, and Architecture and Einstein Platform Notices and License Information.
Salesforce Einstein uses global predictive models to provide customers with meaningful predictions. Personally Identifiable Information (PII) is not used in these models. Customer data from Einstein Conversation Insights is not used to train these models. To opt out of global models, see Manage Salesforce Access to Customer Data.
For more information about data policies across Einstein features, see Manage Data Policies for Einstein Features and Einstein and Data Usage in Sales, Service, and Einstein Platform.
Call Privacy
Voice and video call record access is controlled by role hierarchy and sharing rules by default. Managers can review calls made by their entire team and share call collections.
For information about managing record access, see Create Sharing Rules.
For any call that has a related record, the call is visible in the activity timeline of that record for those that have access to the voice or video call.
Recording Provider Data Security
Data security is a top priority, and Einstein Conversation Insights only crawls recordings made by authenticated Einstein Conversation Insights users.
Video meetings are processed by Einstein Conversation Insights only if they are owned by an ECI user and include external participants based on domain name, or recorded meetings that include only a single internal ECI user.
If users are logged in as a guest or are calling in from a meeting room, ECI does not get an email address of these participants from the recording provider. These calls are considered external and are processed.
Improve speaker identification by turning on Einstein Activity Capture. ECI can use Einstein Activity Capture calendar integration to match call participants with existing contact records.
Salesforce admins have the ability to exclude specific domains for the entire company, and individual users can also exclude domains as needed. For more information, see Manage Excluded Addresses and Domains for Video Integration Users.
Data Storage
ECI data, including transcripts and generative conversation insights are stored natively in standard Salesforce objects, and this data now counts toward your organization’s total Salesforce data storage capacity.
Voice call recordings from telephony providers are stored in Salesforce for two years and don’t count against your data storage limits. This does not apply if you’re using a native Salesforce telephony provider such as Sales Dialer. Dialer call recordings are saved as files in Salesforce.
An hour of recording takes up roughly 15 MB of storage space, and the same sharing rules apply to recordings as other files in Salesforce. Admins can delete video call recordings from the Recording Management page in Setup.
To extend the retention period for voice calls, reach out to Salesforce Support.
Video conferencing calls are live-streamed when you access the video record page. Video calls are stored according to the settings of each video recording provider, and must be accessible through cloud storage to be processed by Einstein Conversation Insights.
Video calls that users upload manually to Einstein Conversation Insights must be in the MP4 format and under 2 GB. Each user can upload a maximum of 3 video call recordings in a day.
These calls are stored in Salesforce for two years and don’t count against your data storage limits. To extend the retention period for these video calls, reach out to Salesforce Support.
The default retention policy for some other types of Einstein Conversation Insights data is also two years. This includes call transcripts, call insights, call structure, and generative conversation insights. To extend the retention policy for these types of data, reach out to Salesforce Support.
For information about data storage for the email and event data in Einstein Activity Capture, see Data Retention and Storage for Einstein Activity Capture.
Record Deletion
Records can be deleted from voice or video call record pages.
Admins can also use Setup to delete video call records, recordings, and participants by email. Enter Delete Video Calls in the Quick Find box in Setup and select Delete Video Calls.
Voice recordings are stored with the voice call record, which admins can manually delete. This deletes all data associated with the recording, including the transcript, comments, and any call insights.
Salesforce Support is also available to help delete records.
