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            Configure Generative Conversation Insights

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            Configure Generative Conversation Insights

            Create generative insights from the Call Insights page in Setup. For best results, follow the steps listed in the setup wizard and test each insight in Call Explorer before activation.

            Required Editions

            Available in: Lightning Experience
            Available in Enterprise, Performance, Unlimited, and Agentforce 1 Sales Editions with Einstein Conversation Insights.
            User Permissions Needed
            To enable Einstein Conversation Insights: Customize Application, View Setup, Modify All Data
            Note
            Note We recommend testing different generative insights in Call Explorer before activating them for your org. Try asking different questions across multiple calls before configuring generative insights for your org.
            1. From Setup, in the Quick Find box, enter Call Insights, and then select Call Insights.
            2. Select Configure Insight.
            3. Click Generative Insight, select a language, and then click Next.
            4. Enter the name of the insight.
              This name appears as the header for the generative insight.
            5. Enter the insight question.
              Use natural language to describe what you want to know about conversations. You don't need to phrase it as a question, but doing so may help you focus on the details that you want to extract.
            Example
            Example
            Generative Insight Examples
            Name Question
            Key Takeaways What were the key takeaways?
            Customer Sentiment Was the customer sentiment Positive, Neutral, or Negative?
            Likelihood to Close Based on the call transcript, do you think the customer will complete the purchase this quarter?

            Active generative insights apply to all transcribed calls by users with an Einstein Conversation Insights license.

             
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