Set Up Einstein Conversation Insights for Sales

Learning Objectives

After completing this unit, you’ll be able to:

• Outline the steps for setting up Einstein Conversation Insights.
  
• Explain how to connect Einstein Conversation Insights to your recordings.
  
• List which keywords can be used without additional configuration.
  
• Describe how to configure keywords for competitors, products, and custom mentions.
  

Set Up Einstein Conversation Insights for Sales

If you’re a Salesforce admin, you can complete the following steps to set up Einstein Conversation Insights for sales teams in your org.

Turn On Einstein Conversation Insights

1. Navigate to Setup.
   
2. From Setup, enter Einstein Conversation Insights in the Quick Find box.
   
3. Select General Settings.
   
4. Select the toggle to turn on Conversation Insights.
   
   

Connect Voice Recording Providers

To use Einstein Conversation Insights for voice calls, you must connect it to at least one voice recording provider we support. For example:

• Sales Dialer
  
• Dialpad
  
• RingCentral
  
• AirCall
  
• Amazon Connect
  
• Service Cloud Voice with Amazon Connect
  
• Redbox
  
• Tenfold
  
• Fastcall
  

For a complete list of supported voice providers, see Salesforce Help.

1. Navigate to Setup.
   
2. Enter Einstein Conversation Insights in the Quick Find box.
   
3. Select General Settings.
   
4. On the Settings page, navigate to Connect a Voice Recording Provider and expand the section.
   
5. Locate your voice recording provider, and then select the toggle to turn it on.
   

If your voice recording provider isn’t displaying, select Go to ECI API to connect other recording providers.

Connect Video Recording Providers

To use Einstein Conversation Insights with your video calls, connect Zoom Meetings, Google Meet, or Microsoft Teams.

1. Navigate to Setup.
   
2. Enter Einstein Conversation Insights in the Quick Find box. Select General Settings.
   
3. On the Settings page, navigate to Connect a Video Recording Provider and expand the section.
   
   
4. For each provider, use the setup options to complete the provider’s unique setup.
   
5. After completing the provider setup, return to the General Settings page and toggle the setting for the provider to On.
   

For detailed information about adding specific recording providers, visit these areas in Salesforce Help.

• Set Up Zoom Integration
  
• Set Up Google Meet Integration
  
• Set Up Microsoft Teams Integration
  

Before you connect Zoom, enable the cloud recording and “Create Audio Recording” features in your Zoom settings. For information about adding Zoom as a recording provider, check out Turn On Zoom Integration.

Enable Additional Conversation Settings

Consider turning on these additional, recommended features.

Assign User the Appropriate Permissions

You can assign permission sets to Conversation Insight users so they can process calls and generate automated insights. Calls placed before users are assigned Einstein Conversation Insights permission sets aren’t processed. Additionally, the recordings aren’t available on voice and video call records. The permissions you assign depend on your licenses and system configuration.

1. Navigate to Setup.
   
2. Enter Einstein Conversation Insights in the Quick Find box. Select General Settings.
   
3. On the Settings page, navigate to Assign Conversation Insights Permissions and select Add Permissions.
   
4. Assign these permissions, depending on the type of license or access your users have.
   

Configure Keywords and Call Insights

Einstein Conversation Insights uses keywords that it finds in voice and video calls to generate insights. Einstein Conversation Insights groups insights into high-level types.

• Configurable Insights. These are insights that you define that are related to competitor, product and feature mentions, and other topics of interest that are important to your business. You have the flexibility to specify the language, which party in the conversation said the keyword, and to group your keywords into categories.
  
• Automatic Insights. These insights are built for you and are grouped around common themes in conversations. For example, identifying patterns in words or phrases that come up frequently, next steps, and pricing. No additional configuration is required.
  

Set Up Configurable Insights

Define call insights related to mentions of competitors and products that are important to your company. You can create custom insights for when words or phrases relevant to your team or other areas that are important to your business are mentioned.

1. Navigate to Setup.
   
2. Enter Einstein Conversation Insights in the Quick Find box.
   
3. Select General Settings.
   
4. On the Settings page, navigate to Set Up Call Insights in the Get the most out of Conversation Insight section and click Set Up.
   
5. On the Call Insights page, select the Configurable tab, and click New Insight.
   
   
6. Select the insight type you want to create, and the specific language it applies to, and click Next.
   
   • Before creating an insight, review the insights that are provided to you automatically in the Automatic tab. You may find that an insight you were planning to create is already generated for you. For example, the Pricing Mentioned insight already covers
     
     
7. On the Update Insight page for the type you selected, use the fields provided to define the keywords for the insight type, keeping the following in mind.
   
   • Avoid using keywords that could flag sensitive information to ensure the trust, safety, and privacy of your employees and customers. For example, you should limit words that could inadvertently impact people based on gender, religion, race, sexual orientation, income level, or any other sensitive category. We also recommend limiting keywords that could be construed as surveillance or monitoring your employees.
     
   • Avoid common words or phrases. For example, don’t include “and,” “please,” or “the.”
     
   • Use exact words and phrases, remembering to keep them short. For example, “I’d like a discount on your product please” is too specific, and would likely result in only a handful of mentions. Use “discount” and “percent off” instead to provide insights about customers seeking a lower cost.
     
8. Click Save & Apply to save your insight.
   
   

Run the Einstein Conversation Insights Assessor

Wondering whether you have everything set up to use Einstein Conversation Insights? Run the Einstein Conversation Insights Assessor to analyze your production or sandbox Salesforce implementation to find out. The assessor sends a personalized report that tells you whether you’re ready to use Einstein Conversation Insights and if not, what additional steps are needed.

To run the Assessor:

1. Navigate to Setup.
   
2. In the Quick Find box, enter Assessors.
   
3. Select Einstein Conversation Insights Assessor.
   
4. Complete the form. Then, select Generate Report. If you’re using a sandbox, select Generate Report (Sandbox). You’ll receive an email when your report is ready. You can also view it from the Files tab in Salesforce.
   
   
   

Do More with Einstein Generative AI

Add Einstein Generative AI features to call records to provide users with more power when analyzing their voice and video call insights. Features such as Call Summaries generate an AI powered summary of the call, the customer impression, and next steps; and Call Explorer allows users to inquire about a call using their own language.

Turn Einstein Generative AI features related to voice and video calls on in the Einstein for Sales page in Salesforce setup. Be sure to look for and assign the appropriate permission sets to users. Lastly, the required components are typically added by default to the page layouts of voice and video call records. But, if you’ve customized the page layout, you can add the components manually.

For detailed instructions for each Einstein Generative AI component available in Einstein Conversation Insights, see Einstein Conversation Insights in Salesforce Help.

The Generative AI world is constantly evolving! Check the Einstein Generative AI Features list to see the latest offerings.

Now you’ve learned about the considerations for setting up Einstein Conversation Insights and how to set up the feature and add the keywords that are most important for your business. You’re ready to help your sales teams close more sales!