Add Call Summaries and Generative Insights to Voice Calls, Video Calls, and Related Records

Prior to enabling Call Summaries, the following features must be enabled:

• Einstein Conversation Insights: This can be enabled in Setup, from the General Settings page under Einstein Conversation Insights.
• Einstein Generative AI: This can be enabled in Setup, from the Einstein Generative AI Setup page.

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

Enable Call Summaries and Generative Conversation Insights

Turn on the features from Setup. Navigate to Einstein Conversation Insights page in Salesforce Go and turn on the Generative ECI feature. Generative AI must be turned on in order to use Generative ECI.

Add the Call Summary and Generative Insights Lightning Components

The Call Summary and Generative Insights components are typically added by default to the page layouts of voice and video call records, but it isn’t added if you’ve customized the page layout. Add the component manually if it isn’t there.

And add the separate Call Summary Related List component to all record types that might be related to voice and video calls, such as opportunities, accounts, leads, and contacts.

Add the Call Summary and Generative Insights components

1. Navigate to a voice call or video call record page.
2. From the Setup menu, click Edit Page.

   When you select Edit Page for the first time, Salesforce makes a copy of the standard page. This copy is what you edit in the Lightning App Builder. If a customized page exists and is active, selecting Edit Page opens that page to edit.

3. To add the Summary tab, select the Tab component and click Add Tab in the Tabs component properties. Then select the Call Summary tab.
   Alternatively you can select the Call Summary component from the Components list and drag it to the desired place in the canvas.
4. You can customize the tab by clicking it in the properties pane.
5. Repeat the process for the Generative Insights tab.
6. Click Save.

Add the Call Summary Related List component

7. Navigate to a record detail page for a record type related to voice or video calls.
   Alternatively you can open a page from the Lightning App Builder list page. From Setup, in the Quick Find box, enter App Builder, then select Lightning App Builder, and select the record page you want to edit.
8. Select the Call Summary List View component, and then drop it in the desired place on the record.
9. Click Save.
10. Repeat steps 6-8 for any other record types related to voice or video calls.