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            Show Work Summaries for Voice

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            Show Work Summaries for Voice

            To have Einstein predict and fill the conversation summary, issue, and resolution at the end of a call, add the Wrap Up component where the service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for calls.

            Required Editions

            View supported editions.

            Work Summaries for Voice is available in supports English, Dutch, French, German, Italian, Japanese, Portuguese (Brazilian), Spanish (Mexico), and Spanish (Spain).

            To get the conversation transcripts for voice call records, you can use the Get Conversation Transcript Flow action. This action has a character limit of 56,000 characters to prevent system timeouts and memory issues when processing large transcripts in Flow automation.

            1. Create a Quick Action to Store the Generated Voice Call Summaries
              Create a quick action that stores the generated voice call summaries in fields of a Salesforce object. For example, the action stores voice call summaries in VoiceCall object fields.
            2. Add the Wrap Up Component to the Voice Call Record Page
              To let service reps generate and view the call summaries, add the Wrap-Up component to the VoiceCall record page in the console.
            3. Map Outputs to Voice Call Summary Fields
              To store the generated Summary, Issue, and Resolution outputs, map these outputs to fields of the VoiceCall object or one of its related objects. You must map these fields before you can activate work summaries for the service channel.
            4. Activate Work Summaries for Voice Calls
              To enable service reps to generate and store voice call summaries, activate work summaries for voice calls.
            5. Customize the Work Summaries for Voice Prompt Template
              Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Work Summaries prompt templates. Customize the Summarize Voice Call prompt template in Prompt Builder to specify what information Einstein includes and how to format that information or adjust the voice and tone so that responses fit your business needs.
             
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