Taking Action Based on Intelligence Signals

To trigger an action, build a flow that maps detected signals from the telephony provider to an action defined in Salesforce. This action can send notifications to a supervisor and a support rep, show a script, recommend a strategy, or complete any other action to help your support reps during their conversations. To define actions, use an Einstein Next Best Action or an auto-launched flow.

Use Next Best Action recommendations to show support reps what to do next based on the current conversation with the customer. Recommendations can be based on intelligence signals defined in your telephony system, or on keywords detected in a messaging conversation. To show recommendations based on an intelligence signal, first define a rule in your telephony system that identifies each signal. Next, add a trigger in a Conversation Intelligence rule in Salesforce. Then define the corresponding recommendation strategy and recommendations in Salesforce. Finally, to show the recommendations to support reps, add the Next Best Action component to the record page where the support reps work.

Use auto-launched flows to run small-to-complex business processes and perform quick actions, such as send an email, create a task, or create an account. These flows execute automatically in the background based on the conditions that you define in Conversation Intelligence rules in Salesforce. Conversation Intelligence supports auto-launched flows with no flow trigger.

• Prepare Your Telephony System for Conversation Intelligence
  Conversation Intelligence relies on signals coming from your telephony system. Complete the tasks based on your telephony provider.
• Automatically Trigger an Action Based on a Conversation Intelligence Signal
  Create a rule in Salesforce that triggers an action based on intelligence signals or keywords detected during a conversation. Conversation Intelligence rules work with Salesforce Voice with Telephony Providers and messaging channels, such as Enhanced Web Chat and LINE. Salesforce admins can declaratively set up Conversation Intelligence rules in a user interface. Developers can set up rules in custom components using Toolkit API and custom actions. The declarative method is the easiest way to set up rules. But the Toolkit API method allows you to develop custom rules and signal detection processes. For example, use Toolkit API to detect signals in the call transcript without using your telephony system.