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Rahul Uttekar (Project Manager at SBICAP Securities LTD)
Aug 23, 3:54 AM
Questions step with dynamic chocies from Flow

Dear All, 

 

I am creating an

Einstein Enhanced Chatbot where I want to display a list of Leads so that the customer can check the latest Lead status through the Check Application Status intent.

For this requirement, I created an Autolaunched Flow. In the Flow, I am retrieving Lead records and storing them in an Object Collection Variable.

I then added the same Flow to the Bot Builder and mapped the required input and output variables.

After that, I added a Question with Dynamic Choices element to display the Lead list to the customer.

However, I am facing two issues:

  1.  I am not getting an option to rename or customize the label displayed on the choice buttons. 
  2.  After executing the bot, the Lead records are not appearing as dynamic choices/output. 

I would like to understand whether I am missing any configuration in the Flow, variable mapping, or Dynamic Choices setup.

Please help me identify the correct configuration and let me know what I am doing wrong.

Questions step with dynamic chocies from Flow

 

image.png

 

 

 

 

#Service Cloud Einstein  #Use Einstein Bot  #Einstein For Service

1 answer
  1. Himanshu Shekhar (AQBEE Innovations Pvt. Ltd.)
    Aug 23, 1:35 PM

    Two things to line up for dynamic choices from a Flow in an Enhanced Bot: 

     

    Records not showing - almost always the variable types or the output mapping: 

    - In Bot Builder, the variable receiving the list must be type Object with 'Contains List' checked (a record collection). If it is Text, an SObject list will not map and you get nothing. 

    - The Flow's output variable must be a record collection (List of Lead) AND marked Available for Output. Then in the bot's Flow action step, map that Flow output to your Object-list bot variable. A missing or mismatched mapping here is the usual output-invocation-mapping issue and shows as empty choices. 

    - Sanity-check the Get Records actually returns leads (filters / running-user access). 

     

    Customizing the choice label - that is set in the Question's Dynamic Choices config, not the Flow: after you point it at the Object-list variable, you choose which field is the Label (what the button shows, e.g. Name) and which is the Value (e.g. Id). For combined text like 'Name - Status', add a Formula or Text field in the Flow, include it in the collection, and pick that as the Label. 

     

    So: Object plus List variable on both sides, output marked Available for Output and mapped, then set Label and Value in the choice config. 

     

    If this helps, please mark it as the Best Answer so it helps the next person - thanks 🙂

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Maribel Pastrana (Business Analyst at MSCI)
Jul 7, 2025, 9:41 PM
How to enable Einstein Knowledge Similarity?

Could some provide the steps to enable Einstein Knowledge Similarity?

 

Thank you

11 answers
  1. Hanna Sandoval (Esri)
    Jul 29, 2:58 PM

    Thanks @Chad Meyer - finally a screenshot :-) of where this may be in setup. And I agree with you about the Einstein Knowledge Creation, the experience is very odd. 

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Elizabeth Kuehne (Growth Operations Coordinator at Provider Trust) asked in * Salesforce Einstein *
Mar 17, 2025, 8:08 PM
ECI Video Call records showing up in Salesforce though the meeting was not recorded in Zoom

Hello! We have been seeing some video calls in ECI that are not being processed because the meeting owner did not record the meeting in Zoom. Just wondering why these video records are being created in Salesforce though they did not hit record in the actual meeting. Is there a way to only create ECI video call records when the meeting itself is recorded? 

2 answers
  1. Elizabeth Kuehne (Provider Trust)
    Jul 10, 3:39 PM

    Hello @Aizhan Tagaeva We have Demand Tools and we used that to create an automation that deletes any video call records not marked as recorded. Within Salesforce we made a video call list that only our reps can see that is filtered by the is recorded field being true. 

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Rahul Rahul
Jun 2, 5:45 AM
Einstein Chatbot - inactive status

We implemented Einstein Chatbot bot as messaging channel. We implemented inactive session configuration in the messaging session. i am facing issue as if customer not replied on live agent message till 4 min then bot is  giving warning as in 1 min your chat session will be end. after this 5 min no activity from customer, chatbot session going into INactive status.   as per salesforce standard functionality all inactive sessions will be auto close after 24 hrs.   becuase of this i am not getting exact messaging session end time and session owner is also getting change as AUto processed by bot. hence we are not able to track live agent conversation time.   

1 answer
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Bruno Muller (admin at Meta)
May 14, 8:42 PM
Can’t connect to user’s mailbox EA

Hi everyone!      I'm having the following problem: We have EAC configured with a Microsoft Org Level account, and recently we added a user who is not part of that Microsoft account, but rather a Gmail account, and from a different domain. We added the domain to our ORG, in DKIM, Authenticated Domains, and Organization-Wide Addresses, and this user can send emails within Salesforce normally. The problem is that the emails are not being logged in this user's Gmail sent items folder.    Is there any way to solve this problem so they can be logged, or does the fact that they are not a Microsoft account directly impact this?    Thank you for your help!!    Regards,    Bruno Muller

   

@* Salesforce Einstein * 

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Wei Jie Ong
Feb 26, 2025, 6:48 AM
Einstein Activity Capture (EAC) Not Syncing Due to Client Outlook returning Employee ID UPN

Hi, I am currently attempting to implement Einstein Activity Capture (EAC) for my client to allow the syncing of Service Appoints/Events from Salesforce Education Cloud to their Outlook Calendar. 

 

The user accounts for the client are created using their personal name emails (e.g. 

john@123university.edu.com) within Education Cloud. When users are establishing the connection for Microsoft 365, they are then routed to their organisation's SSO page where they proceed to sign on with their UPN which consists of their employee ID (e.g., A123456@123university.edu.com

). Due to the mismatch in the email on the user details (personal name email) versus that on the connection (UPN with employee ID), the syncing of appointments from Salesforce to Outlook fails. 

 

I had attempted different workarounds such as

  1. creating accounts using their UPN
  2. changing their email on user detail page to their UPN

However they all did not work as the UPN is unable to function as an address to receive emails. So would like to ask the community if there are alternative solutions i can explore. I have attached a visual representation of the problem within the question for clarity 

 

Einstein Activity Capture (EAC) Not Syncing Due to Client Outlook returning Employee ID UPN

 

 

 

#Service Cloud Einstein

3 answers
  1. Wei Jie Ong
    May 2, 5:18 AM

    Hi @Ashan Dorsett I had unfortunately offboarded from the project. However as of November 2026, Salesforce support was unable to provide a solution to this issue. According to them, the organisation must maintain the their SSO in a way the UPN is the same as the personal email. I had considered applying custom code to workaround this but given EAC is a OOTB feature, there is no real way to determine how it actually works

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Rosanna Klein (Global Salesforce Business Analyst and Admin at Fresenius Kabi) asked in * Salesforce Einstein *
Dec 19, 2023, 11:10 AM
Einstein Next Best Action: Don't Show Rejected Recommendations Again

If a user rejects an Einstein Next Best Action (NBA) recommendation, the recommendation is marked as rejected. However, as soon as the user (or another user) loads the same page again the same recommendations show up again as well.

 

How can I adjust the process not to display rejected/declined recommendations?

Einstein Next Best Action: Don't Show Rejected Recommendations Again

3 answers
  1. Andrew Russo (BACA Systems) Forum Ambassador
    Dec 19, 2023, 11:31 AM

    you would need to launch a flow on rejection then have the rejection flow check a box to make the logic cause it to now fire again.

     

    https://help.salesforce.com/s/articleView?id=sf.nba_launch_flow_accepts_rejects.htm&type=5

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Dattatray Patil (Associate Technical Lead at Saasworx)
Jun 25, 2024, 4:23 AM
Implementing Two-Way SMS Communication with Salesforce Einstein for UK Appointment

In Salesforce Einstein, is it possible to send two-way communication text messages for UK numbers when a new appointment is created? For example, sending a message like 'Hi Xyz, your appointment is scheduled for this date.' Then, as the appointment approaches, sending a reminder message. Additionally, if the customer wants to cancel or reschedule the appointment, providing two options:

1. Cancel

2. Reschedule

 

Would this update the status in Salesforce automatically? Also, how much time would it take for development? If anyone has any supporting documentation or videos for reference, please share.

2 answers
  1. Kasi Taylor (P&N Group)
    Apr 6, 12:22 PM

    Hi there, did you find a solution for this? I am looking to implement the same

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John Tsang
Mar 27, 10:02 AM
Too many SOQL queries error in Einstein Conversation Insights (VoiceConnecter)

Hi community!    Recently we have encountered an issue from Einstein conversation insights. We have installed Voice Connecter and connected with Aircall.     However, we have encountered an error that is inside the preset apex class. I could see multiple callouts were made to the URL callout:Aircall/v1/calls/* from the user. Upon further checking, I could see that the method "createVCLogForVCCall" of class VCECIHttpHandler is calling the method "getVCCallByExternalId" of another class "VCCTIHelper". This method "getVCCallByExternalId" of class "VCCTIHelper" is executing the below SOQL.     Since in a single call, there is a limit of 200 SOQL queries that can be made, but here there are more than 200 calls are made from the VCECIHttpHandler class to the method "getVCCallByExternalId" which executes the below SOQL and hence the current transaction encountered Limit exeception.    SELECT Id, VCProcessedBy__c  FROM VCCall__c  WHERE VCExternalID__c = :vcCall.externalId AND VCCTIName__c = :ctiName  WITH SECURITY_ENFORCED    I am not sure if this is something we can do on our end?   

2 answers
  1. John Tsang
    Mar 31, 8:52 AM

    Hi @Abhishek R

    , 

     

    Thanks for reply! We dont have any custom flow or apex. Our setup is around the standard voice call insights setting.  

     

    Cheers!

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Jenelle Feole (Salesforce and IT Lead at Ava) asked in Generative AI
Nov 14, 2023, 1:23 AM
How to get hands on with Generative AI for Salesforce?

I combed through all trailheads and can't find the right trial/dev environment to explore AI/Generative AI. For example, even the Service Cloud Einstein Assessor tool, and generating sales email content is blocked in the Salesforce trial org I have. Hoping someone can point me to training materials to explore.  #Generative AI #Sales Cloud Einstein #Service Cloud Einstein #Data Cloud

4 answers
  1. Vishbhav Poojary (KVP Business Solutions)
    Mar 16, 8:36 AM

    Hi @Jenelle Feole,

     

    I raised this during my discussion with my colleagues, you are definitely not alone in hitting this wall. Let me cut straight to what should actually work for you.

     

    The Core Problem: 

    Standard trial and developer orgs simply do not have Einstein/GenAI features licensed or enabled. This is not a configuration issue you can fix - it is on the provisioning limit.

    Here iss what I recommend:

    1. Sign up for the Agentforce Developer Edition (Your Best Free Option) This will be a separate sign-up from your standard dev org and it will come with AI features pre-provisioned and turned on. https://www.salesforce.com/products/free-trial/developer/?d=pb
    2. You can also have a look at Salesforce's guided modules with simulations in their Trailhead Learning Paths 
    3. You can check out Salesforce's Prompt Builder & Data Cloud Modules - mainly since these are simulation-based and don't require a licensed org to learn the basics. 

    Provision the Agentforce Developer Edition today, pair it with the Einstein Generative AI Trailhead path, and you should have a complete sandbox-plus-learning environment that's purpose-built for exactly what you're trying to do.

    If you would like some detailed exposure to Agentforce end-to-end in a live environment, happy to guide you further over a quick call, if needed! 

     

    - Vish (www.kvpcorp.com)

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