Einstein Conversation Insights Considerations for Sales Engagement

Einstein Conversation Insights

• Speaker identification can be based on call metadata provided by the vendor or the use of machine learning models. Transcript accuracy and speaker identification are not always accurate if incorrect information is received from the vendor or the machine learning model results are not accurate. We’re continually working to improve the quality of the speaker data. We recommend turning on Optimal Speaker Separation to help improve the quality of transcripts and insights.
• To see transcripts from Zoom meetings, enable the Cloud recording and transcript features in Zoom in advance. After enabling the feature in Zoom, it can take some time before transcripts are available in Salesforce.
• We recommend connecting to your recording provider with the same email address as your Salesforce user profile, but it's not required. Participant matching and related record matching can use calendar and meeting data to get email participant info.
• Orgs can have up to 100 custom insights. Each insight can have a maximum of 25 keywords, with each keyword limited to 255 characters.
• The opportunity amount filter doesn’t support the currency format or decimals. When entering a new value in the opportunity amount filter, tab out of the widget to update the dashboard with your changes.
• If your org is using Opportunity Matching, the user placing the call needs access to the related opportunity for it to be matched for voice calls. User access isn’t required for opportunity matching with video calls.
• Video playback is affected when a session security setting is enabled. Video recordings may not always play when the Use POST requests for cross-domain sessions setting is enabled on the Sessions Settings page in Setup. This setting makes requests more secure, but can prevent the display of embedded content. For more information, see Modify Session Security Settings. The known issue page describes a workaround.
• To delete video call records, the Modify All Data permission is required.
• To enable Einstein Conversation Insights, Change Data Capture is required. Change Data Capture is not provisioned in editions that don't support Einstein Conversation Insights, including Professional Edition.
• If your org has limited permissions available to the Automated Process user, make sure to preserve edit access to voice and video call objects, including VideoCall, VideoCallParticipant, VideoCallRecording, VoiceCall, and VoiceCallRecording. The Automated Process user needs access to these objects to update voice and video call records.
• To deactivate call processed notifications on a user level, navigate to your personal settings. Enter Activity Reminders in the Quick Find box, then select Activity Reminders. Deselect the Show conversation reminders in Lightning Experience option and save.