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Guidelines to Start Using Einstein Conversation Insights
Make sure sales and service users have Einstein Conversation Insights (ECI) licenses and record calls to start using ECI. Recorded customer calls are then processed automatically if they’re over 10 seconds long for voice calls and over 1 minute long for video calls.
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 |
To get started, make sure supported voice and video providers are connected at the org level, and also at the user level for video providers. New users are presented with a welcome mat and additional resources directing them to connect eligible recording providers and start using Einstein Conversation Insights.
Users need ECI licenses assigned in order for calls to be processed and for recordings to be available. Calls placed prior to a user having proper permissions are not processed. Permission sets that grant ECI access include:
- Conversation Insights for Sales
- Sales Engagement Conversation Insights
- Einstein Conversation Insights Included
- Einstein Conversation Insights Standard
A user without an ECI license who is given access to a call record by an ECI user can see it and leave comments.
For more information, see Assign Conversation Insights Permission Sets.
Recorded calls are then processed automatically if they meet the following criteria:
- Voice calls are longer than 10 seconds. Calls less than 10 seconds are often not processed depending on the recording provider.
- Video calls are longer than 1 minute.
- Recorded video meetings with a single internal user (such as a sales pitch) are processed by Einstein Conversation Insights.
- When calls include multiple participants, at least one must be non-internal. Meetings with only internal attendees or those that include someone on the excluded list are not added to Salesforce.
- The host or organizer of the meeting should be an ECI user. We use that user’s connected data source to process the call.
Call recordings are available as soon as they’re uploaded to Salesforce, though it can take some time to analyze calls based on the size of the recording.
Each video call record is associated with a single recording. If multiple recordings are made from a meeting, the longer recording is the one associated with the video call record.
Dashboards are refreshed about every 8 hours by default. Check the Voice Call and Video Call record pages or run a report if you want to see recent call data before the dashboards are refreshed. You can also update the dataflow settings in Analytics Studio.
Notifications for processed calls are aggregated and don’t include every record by default to manage the volume of notifications for users. For more information about managing notification settings, see Manage Your Notifications with Notification Builder.
Changes to calls or related objects can trigger a call to be reprocessed. This process and any subsequent notifications are normal and ensure that information is in sync across Salesforce.
Here are some additional resources to share with your team about using Einstein Conversation Insights:
- Video: Coach Reps and Drive Revenue with Einstein Conversation Insights
- Salesforce Help: Einstein Conversation Insights
- Trailhead: Einstein Conversation Insights for Sales
