In this blog, we will explore setting up Einstein Conversation Insights in Salesforce, Integrating Salesforce with Zoom, Assigning Permissions for Conversation Insights, and Customizing Dataflow.
Einstein Conversation Insights
Einstein Conversation Insights is a feature that allows to view insights and patterns that came up from voice and video contacts. Specific terms, phrases, and places of interest are tracked down in recorded calls. Managers and representatives can look over the call log or use the Action Items tab to identify areas that require attention or follow-ups.
Turn On Einstein Conversation Insights
1. Go to Setup and search for “Einstein Conversation Insights.” Select “General Settings.”
2. Turn on the “Conversation Insights” toggle.
3. The “Conversation Insights Readiness” indicator will show when the necessary dashboards are ready. This may take some time.
Assign Conversation Insights Permission Sets
To ensure that users can access Einstein Conversation Insights (ECI), you’ll need to assign specific permission sets to them.
- Click on the ‘Add Assignment’ on the General Setting page of Einstein Conversation Insights.
- Choose the permission sets of ‘Einstein Conversation Insights’ for the desired Salesforce cloud.
- Select Users to assign the permission sets.
Connect Voice Recording Providers
To maximize the benefits of Einstein Conversation Insights, connect with a recording provider so the tool can analyze your call recordings and extract valuable insights.
- In Setup, search for “Einstein Conversation Insights” and select “General Settings.”
- On the Settings page, expand the ‘Connect a Voice Recording Provider’ section.
- Click “Connect” to initiate the connection process.
Connect Video Recording Providers
To analyze and extract insights from your video meetings, connect your organization’s video conferencing platform to Einstein Conversation Insights. Currently, it supports Zoom, Google Meet, and Microsoft Teams.
- In Setup, search for “Einstein Conversation Insights” and choose “General Settings.”
- On the Setting Page, Expand the ‘Connect a Video Recording Provider’.
- On the Settings page, select the desired video conferencing platform (Zoom, Google Meet, or Microsoft Teams).
Setting up Zoom –
- Enable the Zoom Video in ‘Connect a Video Recording Provider’.
- Click on ‘Agree to terms of Service’
- Accept the Terms for Using Salesforce for Zoom by checking the checkbox.
- Click on ‘Agree’.
- Go to Zoom Marketplace.
- Integrate the Zoom with Salesforce Sales Cloud 360 –
- Check the App –Â Salesforce Sales Cloud 360 to be added to your Zoom Marketplace.
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Enable Zoom Video Integration – Sign in with your Zoom admin account to enable video integration. After it’s enabled, your users are asked to connect their Zoom accounts.
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Once Zoom is integrated, a message will appear on the screen: “Your org is now set up to use Zoom. Connect your Zoom account to get started. Take me there.” Click on “Take me there” to proceed.
- Now, connect your Zoom Account by clicking on Connect.
- Provide your Email and Password.
- Provide the Verification code sent to your Zoom Email.
- Check the message successfully connected on the screen.
Conversation Insight App –
After connecting your Zoom account to your org, the Analytics tab in the Conversation Insight App will open. Here, you can view detailed information about Zoom meetings, including an overview, related recordings, voice and video calls, and reports.
Customizing Dataflow Schedule for Einstein Conversation Insights:
When you activate Einstein Conversation Insights (ECI), a dataflow is created in Analytics Studio. By default, this dataflow updates every eight hours to provide the latest insights for your dashboards.
To adjust this refresh schedule:
- Open Analytics Studio from your App Launcher.
- In the left-hand menu, select “Data Manager.”
- At the bottom of the menu, choose “Manage Dataflows.”
- Find the “Conversation Intelligence Call Insights Dataflow” and click the “Schedule” dropdown.
- Modify the frequency to your desired interval, such as every hour, every day, or a specific time.
By customizing the dataflow schedule, you can ensure that your dashboards always display the most up-to-date information, enabling you to make timely decisions based on the latest insights from your calls.
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FAQs
1. What are the benefits of Einstein conversation insights?
Einsteins Conversational insights software helps track and analyze voice and video calls to find important insights and trends. It automatically transcribes calls, highlights key phrases, and provides the next steps to speed up sales.
2. Does Einstein Conversation Insights record calls?
Einstein Conversation Insights doesn’t record calls itself. Instead, it processes existing audio recordings and provides insights.
3. What is the limit of Einstein’s conversation insights?
Salesforce can create up to 100 custom insights, each containing a maximum of 25 keywords of up to 255 characters.
Conclusion
In conclusion, Einstein Conversation Insights helps analyze voice and video calls to provide valuable insights, improving sales and decision-making. By integrating with Salesforce and platforms like Zoom, you can easily track key phrases, call details, and call recording, and stay updated with the latest data. Customizing the dataflow schedule ensures your dashboards always display the most current insights.
