Einstein Conversation Insights

Implementation Guide
Salesforce, Summer ’23

@salesforcedocs
Last updated: June 1, 2023
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CONTENTS

Implement Einstein Conversation Insights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Quick Considerations for Setting Up Einstein Conversation Insights . . . . . . . . . . . . . . . . . . . . . 2
Security and Data Storage for Einstein Conversation Insights . . . . . . . . . . . . . . . . . . . . . . . . . 3
Turn On Einstein Conversation Insights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Connect Voice Recording Providers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Connect Video Recording Providers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Turn on Additional Features for Einstein Conversation Insights . . . . . . . . . . . . . . . . . . . . . . . . 7
Assign Conversation Insights Permission Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Set Up Call Insights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Guidelines to Start Using Einstein Conversation Insights . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
IMPLEMENT EINSTEIN CONVERSATION INSIGHTS

Plan your implementation and review considerations prior to setting up Einstein Conversation
EDITIONS
Insights. Then use the Setup menu to turn on the product.
When you’re ready, turn on Einstein Conversation Insights from Setup, connect a recording provider, Available in: Lightning
assign permission sets, and define insights. After the setup process is complete on the org and user Experience
level, calls are processed automatically, and conversation data can be found on voice and video
Available in Einstein
call record pages.
Conversation Insights, which
is available in Performance
Quick Considerations for Setting Up Einstein Conversation Insights and Unlimited Editions, and
Consider these requirements and limitations before setting up Einstein Conversation Insights. for an additional cost in
Enterprise Edition
Security and Data Storage for Einstein Conversation Insights
Review our policies around security and data storage specific to Einstein Conversation Insights. Available with Enablement,
which is available for an
Turn On Einstein Conversation Insights additional cost in:
Enable Einstein Conversation Insights from the General Settings page in Setup. Enterprise, Performance,
Connect Voice Recording Providers and Unlimited Editions
Connect at least one recording provider to use Einstein Conversation Insights.
Connect Video Recording Providers
Connect Zoom Meetings to use Einstein Conversation Insights with your video calls.
Turn on Additional Features for Einstein Conversation Insights
Turn on opportunity matching and reporting features from Setup.
Assign Conversation Insights Permission Sets
Assign the permission sets for Einstein Conversation Insights from Setup.
Set Up Call Insights
Define call insights related to mentions of competitors and products that are important to your Salesforce org. And create custom
insights for when words or phrases relevant to your teams are mentioned.
Guidelines to Start Using Einstein Conversation Insights
Make sure sales and service teams connect their individual accounts and record calls to start using Einstein Conversation Insights.
Recorded customer calls are then processed automatically if they’re over 10 seconds long.

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Implement Einstein Conversation Insights Quick Considerations for Setting Up Einstein Conversation
Insights

Quick Considerations for Setting Up Einstein Conversation Insights

Consider these requirements and limitations before setting up Einstein Conversation Insights.
EDITIONS
For a full list of considerations related to Einstein Conversation Insights, see the Salesforce Help.
Available in: Lightning
• Set up a role hierarchy to get the most use out of Einstein Conversation Insights. At least two
Experience
levels of role hierarchy are required to create and use the Conversation Insights dashboards.
• Compatible voice recording providers include Sales Dialer and Amazon Connect with Service Available in Einstein
Cloud Voice. The following partners are also supported: Redbox, Tenfold, and Fastcall. Reach Conversation Insights, which
out to these telephony providers about using their product with Einstein Conversation Insights. is available in Performance,
Other supported partners are available via API. Integration work is required from the customer and Unlimited Editions and
to add a new recording provider. for an additional cost in
Enterprise Edition
• Compatible video recording providers include Zoom Meetings.
• Conversation Insights doesn’t record your calls. Rather, you connect it with your recording Available with Enablement,
which is available for an
system. It’s a customer’s responsibility to manage consent and comply with local privacy
additional cost in:
requirements in the way calls are recorded.
Enterprise, Performance,
Table 1: User Permissions and Unlimited Editions

Salesforce Admin or User Task Preferences and Permissions Required

Set up Einstein Conversation Insights Customize Application, Modify All Data, Assign
Permission Sets, and Manage Users

To use Einstein Conversation Insights for Sales Sales Engagement Conversation Insights, Sales
Cloud Bundle Included, Einstein Conversation
Insights Included, OR Conversation Insights for
Sales permission set

To use Einstein Conversation Insights for Service Conversation Insights for Service permission set

Use Dialer Dialer Inbound, Dialer Outbound, and Dialer

Minutes permission sets

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Implement Einstein Conversation Insights Security and Data Storage for Einstein Conversation Insights

Security and Data Storage for Einstein Conversation Insights

Review our policies around security and data storage specific to Einstein Conversation Insights.
EDITIONS
Our Trust and Compliance site has detailed information about Salesforce services, including Einstein
Platform Security, Privacy, and Architecture and Einstein Platform Notices and License Information. Available in: Lightning
Experience
Salesforce Einstein uses global predictive models to provide customers with meaningful predictions.
Personally Identifiable Information (PII) is not used in these models. To opt out of global models, Available in Einstein
see Salesforce Einstein: Global Model Opt-Out Process. Conversation Insights, which
For more information about data policies across Einstein features, see Manage Data Policies for is available in Performance
and Unlimited Editions, and
Einstein Features and Einstein and Data Usage in Sales Cloud, Service Cloud, and Einstein Platform.
for an additional cost in
Enterprise Edition
Call Privacy Available with Enablement,
Voice and video call record access is controlled by role hierarchy and sharing rules by default. which is available for an
additional cost in:
Managers can review calls made by their entire team and share call collections.
Enterprise, Performance,
For information about managing record access, see Create Sharing Rules. and Unlimited Editions
For any call that has a related record, the call is visible in the activity timeline of that record and
those that have access to it, but only those with Einstein Conversation Insights access can see the
insights and recording related to the call.

Data Storage
Voice call recordings from telephony providers are stored in Salesforce for two years and don’t count against your data storage limits.
This does not apply if you’re using a native Salesforce telephony provider such as Sales Dialer. These voice call recordings are saved as
files in Salesforce.
An hour of recording takes up roughly 15 MB of storage space, and the same sharing rules apply to recordings as other files in Salesforce.
Admins can delete call recordings from the Recording Management page in Setup.
To extend the retention period for voice calls, reach out to Salesforce Support.
Video conferencing calls are live-streamed when you access the video record page. Video calls are stored according to the settings of
each video recording provider, and must be accessible through cloud storage to be processed by Einstein Conversation Insights.

Record Deletion
Records can be deleted from voice or video call record pages.
Admins can also use Setup to delete video call records, recordings, and participants by email. Enter Delete Video Calls in the
Quick Find box in Setup and select Delete Video Calls.
Voice recordings are stored with the voice call record, which admins can manually delete. This deletes all data associated with the
recording, including the transcript, comments, and any call insights.
Salesforce Support is also available to help delete records.

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Implement Einstein Conversation Insights Turn On Einstein Conversation Insights

Turn On Einstein Conversation Insights

Enable Einstein Conversation Insights from the General Settings page in Setup.
EDITIONS
1. From Setup, enter Einstein Conversation Insights in the Quick Find box,
then select General Settings. Available in: Lightning
Experience
2. Turn on Conversation Insights.
The Conversation Insights Readiness indicator displays when the related dashboards are available. Available in Einstein
This process can take some time, so continue with the next steps until they’re available. Conversation Insights, which
is available in Performance
Troubleshooting Dashboard Creation Issues
and Unlimited Editions, and
You can resolve some dashboard creation problems from the Analytics Setup page. For more for an additional cost in
persistent issues, reach out to Salesforce Customer Support. Enterprise Edition
From Setup, enter Analytics in the Quick Find box, then select Auto-Installed Apps Available with Enablement,
under the Apps section. which is available for an
If the Conversation Intelligence app isn’t successfully installed, click the Requests tab. Select additional cost in:
the drop-down menu for the Conversation Intelligence request and click View Log. Enterprise, Performance,
and Unlimited Editions
The log describes what caused the Analytics app installation to fail. Resolve the issue then retry
the installation from the drop-down menu.
USER PERMISSIONS
Error Message Related Issue and Solution
To enable Einstein
Something went wrong while executing the Some fields aren’t accessible for reporting. Conversation Insights:
Sync_Lead node: Field [ScoreIntelligenceId] Make sure Data Sync is enabled and have your • Customize Application
is not available. Verify that the field exists and Analytics admin (with a CRM Analytics Growth
that the Analytics Cloud Integration User Admin or CRM Analytics Plus Admin license)
profile has Read level access on the field. open up field visibility from Analytics Data
Manager.
Data Sync is enabled by default in most orgs,
but you may need to turn it on. From Setup,
enter Analytics in the Quick Find
box, then select Settings. Select Enable Data
Sync and Connections if it’s not enabled and
save your changes.
If you’re an Analytics admin, navigate to the
Connect node in the Analytics Data Manager
and open the related object in the
SFDC_LOCAL connection. Address problems
of field visibility based on the errors reported,
and retry the installation from the
Auto-Installed Apps page.

Something went wrong while executing the This error can occur if Lead Scoring was turned
Sync_Lead node: Field [ScoreIntelligenceId] on-and-off in sandbox, and this sandbox
environment was copied to production prior
to enabling Einstein Conversation Insights.

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Implement Einstein Conversation Insights Connect Voice Recording Providers

Error Message Related Issue and Solution

is not available. Verify that the field exists and that the Analytics Turn Lead Scoring back on in your production environment to
Cloud Integration User profile has Read level access on the field. fix this issue.

Something went wrong while executing the Sync_Lead node:
Fields [FirstEmailDateTime, FirstCallDateTime] are not available.
Verify that the fields exists and that the Analytics Cloud
Integration User profile has Read level access on the fields.
This error can occur if Sales Engagement was turned on-and-off
in sandbox, and this sandbox environment was copied to
production prior to enabling Einstein Conversation Insights.
Turn Sales Engagement back on in your production environment
to fix this issue.

Connect Voice Recording Providers

Connect at least one recording provider to use Einstein Conversation Insights.
EDITIONS
For information about video recording providers, see Connect Video Recording Providers.
Available in: Lightning
Einstein Conversation Insights supports the following voice recording providers:
Experience
• Sales Dialer
Available in Einstein
• Amazon Connect (with Service Cloud Voice)
Conversation Insights, which
The following partners are also supported: Redbox, Tenfold, and Fastcall. Reach out to these is available in Performance
telephony providers about using their product with Einstein Conversation Insights. and Unlimited Editions, and
for an additional cost in
Note: To use other recording providers, inquire about implementing an API solution to Enterprise Edition
connect your provider. More information can be found in Einstein Conversation Insights API
Setup for Recording Providers. Available with Enablement,
which is available for an
Make sure that Dialer or your telephony solution is enabled. For more information about enabling
additional cost in:
Sales Dialer, see Set Up Sales Dialer. Enterprise, Performance,
See Phone Integration Considerations for Sales Engagement for information about integrating your and Unlimited Editions
phone provider with Sales Engagement.
1. From Setup, enter Einstein Conversation Insights in the Quick Find box, and then select USER PERMISSIONS
General Settings.
To enable Einstein
2. On the Settings page, connect a voice recording provider. Conversation Insights:
3. Click Connect. • Customize Application

5
Implement Einstein Conversation Insights Connect Video Recording Providers

Connect Video Recording Providers

Connect Zoom Meetings to use Einstein Conversation Insights with your video calls.
EDITIONS
Note: Before you connect Zoom, enable the Cloud recording and “Create Audio Recording”
features in your Zoom settings. Available in: Lightning
Experience
1. From Setup, enter Einstein Conversation Insights in the Quick Find box, and then select
General Settings. Available in Einstein
Conversation Insights, which
2. On the Settings page, connect a video recording provider.
is available in Performance
For information about adding Zoom as a recording provider, see Set Up Zoom Integration. and Unlimited Editions, and
for an additional cost in
3. Click Connect.
Enterprise Edition
After video recording providers are enabled at the org level, users need to connect their accounts
Available with Enablement,
to use them with Einstein Conversation Insights.
which is available for an
additional cost in:
Enterprise, Performance,
and Unlimited Editions

USER PERMISSIONS

To enable Einstein
Conversation Insights:
• Customize Application

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Implement Einstein Conversation Insights Turn on Additional Features for Einstein Conversation Insights

Turn on Additional Features for Einstein Conversation Insights

Turn on opportunity matching and reporting features from Setup.
EDITIONS
These features aren’t required to use Einstein Conversation Insights. Turn them on if they’re
appropriate for your business. Available in: Lightning
Experience
1. From Setup, enter Einstein Conversation Insights in the Quick Find box, and
then select General Settings. Available in Einstein
2. Turn on opportunity matching to automatically relate opportunity records to calls. Conversation Insights, which
is available in Performance
3. Turn on insights reports and conversation related measures for enablement. and Unlimited Editions, and
This setting turns on reporting features for conversation insights measures. It also allows you for an additional cost in
to embed voice and video measures into Enablement programs. This setting is not currently Enterprise Edition
available to orgs with over 10,000 users.
Available with Enablement,
Access out-of-the-box reports from the Einstein Conversation Insights Reports folder. which is available for an
additional cost in:
Table 2: Einstein Conversation Insights Reports Enterprise, Performance,
Report Name Description and Unlimited Editions

Avg Talk-to-Listen Ratio for Sales Rep Voice Calls with Rep's Talk to Listen Ratio
USER PERMISSIONS
Opportunities with Competitor Keywords Opportunities with Competitor mentions
To enable Einstein
Opportunities with Voice Call Insights Team's Opportunities with voice calls with Conversation Insights:
Insights • Customize Application
Opportunities with Video Calls Insights Opportunities with Videos with Insights

Deal Risks due to Objections Deal Risks due to Objections mentioned

Video Calls with Contact Participants Video Calls with Contact Participants

Voice and Video Calls with Comments Voice and Video Calls with Comments

Voice and Video Calls Without Comments Calls without comments, that are candidates
for coaching

Users can also access a related dashboard.

7
Implement Einstein Conversation Insights Turn on Additional Features for Einstein Conversation Insights

4. Set the frequency for call highlights emails. These may include coaching recommendations and call insights based on significant
keywords. Emails are sent if there were at least 3 calls with insights in the previous time period.

8
Implement Einstein Conversation Insights Assign Conversation Insights Permission Sets

Assign Conversation Insights Permission Sets

Assign the permission sets for Einstein Conversation Insights from Setup.
EDITIONS
1. From Setup, enter Permission Sets in the Quick Find box, and then select Permission
Sets. Available in: Lightning
Experience
2. Verify that the permission sets for Conversation Insights are available.
3. Click each permission set that you want to assign, and then click Manage Assignments to Available in Einstein
assign the permission set to users. Conversation Insights, which
is available in Performance
Note: You can also assign permission sets per user. From Setup, enter Users in the and Unlimited Editions, and
Quick Find box, and then select Users. Click the name of individual users. In the Permission for an additional cost in
Set Assignments related list, click Edit Assignments. Enterprise Edition
We recommend that you make these assignments. Available with Enablement,
• If you have a Sales Engagement license, assign the Sales Engagement Conversation Insights which is available for an
additional cost in:
permission set to Sales Engagement users who need access to sales insights.
Enterprise, Performance,
• If you have an Enablement license, assign the Conversation Insights for Sales or Conversation and Unlimited Editions
Insights for Service permission set to these users:
– Enablement admins who want to incorporate ECI video calls into programs
USER PERMISSIONS
– Enablement users who are assigned to programs that include ECI conversation outcomes
or milestones To enable Einstein
Conversation Insights:
• If you have a Sales Cloud Unlimited or Sales Cloud Performance license, assign the Einstein • Customize Application
Conversation Insights Included or Sales Cloud Included Bundle permission set to users who
need access to sales insights. These permission sets can be assigned to the Salesforce
standard user license only.
• If you have standalone access:
– Assign the Conversation Insights for Sales permission set to non-Sales Engagement users who need access to sales insights.
– Assign the Conversation Insights for Service permission set to users who need access to service insights.

SEE ALSO:
Turn on Additional Features for Einstein Conversation Insights

9
Implement Einstein Conversation Insights Set Up Call Insights

Set Up Call Insights

Define call insights related to mentions of competitors and products that are important to your
EDITIONS
Salesforce org. And create custom insights for when words or phrases relevant to your teams are
mentioned. Available in: Lightning
Note: You can create up to 100 custom insights. Each insight can have a maximum of 25 Experience
keywords, with each keyword limited to 255 characters. Available in Einstein
1. From Setup, enter Call Insights in the Quick Find box, and then select Call Insights. Conversation Insights, which
is available in Performance
2. From the Standard tab, enter the competitors and products that are important to your teams. and Unlimited Editions, and
Be conscious of the keywords and phrases that you select to avoid flagging sensitive information for an additional cost in
and to ensure the trust, safety, and privacy of your employees and customers. Limit words that Enterprise Edition
could inadvertently or inappropriately affect people based on gender, religion, race, sexual
Available with Enablement,
orientation, income level, or any other sensitive category.
which is available for an
Similarly, limit keywords that could be construed as surveilling or monitoring your employees. additional cost in:
This feature isn’t a tool to assess employee satisfaction, gauge performance, or define normative Enterprise, Performance,
behaviors. and Unlimited Editions

3. From the Custom tab, define insights for words or phrases that are relevant to your teams.
USER PERMISSIONS
To prevent incorrect classification, avoid keywords already covered by automatic insights. For
example, mentions about payment and purchase orders are already covered by the Pricing To enable Einstein
Mentioned insight, and shouldn’t be used for a new custom insight. Conversation Insights:
• Customize Application

Guidelines to Start Using Einstein Conversation Insights

Make sure sales and service teams connect their individual accounts and record calls to start using
EDITIONS
Einstein Conversation Insights. Recorded customer calls are then processed automatically if they’re
over 10 seconds long. Available in: Lightning
To get started, make sure supported voice and video providers are connected at the org and user Experience
level. New users are presented with a welcome mat and additional resources directing them to
Available in Einstein
connect eligible recording providers and start using Einstein Conversation Insights.
Conversation Insights, which
Recorded calls are then processed automatically if they meet the following criteria: is available in Performance
and Unlimited Editions, and
• Voice calls are longer than 10 seconds. Calls less than 10 seconds are often not processed
for an additional cost in
depending on the recording provider.
Enterprise Edition
• Calls include at least two participants, with one participant being non-internal.
Available with Enablement,
Call recordings are available as soon as they’re uploaded to Salesforce, though it can take some
which is available for an
time to analyze calls based on the size of the recording. additional cost in:
Dashboards are refreshed about every 8 hours by default. Check the Voice Call and Video Call record Enterprise, Performance,
pages or run a report if you want to see recent call data before the dashboards are refreshed. and Unlimited Editions
English is currently the only supported language, with transcription accuracy optimized for the
North American accent.
Here are some additional resources to share with your team about using Einstein Conversation Insights:
• Video: Coach Reps and Drive Revenue with Einstein Conversation Insights

10
Implement Einstein Conversation Insights Guidelines to Start Using Einstein Conversation Insights

• Salesforce Help: Einstein Conversation Insights

• Trailhead: Einstein Conversation Insights for Sales

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