Could some provide the steps to enable Einstein Knowledge Similarity?
Thank you
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.
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?
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.
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.
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
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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
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
#Service Cloud Einstein
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
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?
Forum Ambassador
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
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.
Hi there, did you find a solution for this? I am looking to implement the same
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?
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!
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
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:
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)
"Hi everyone, could you help me? I need the bot to automatically consume a specific queue. My Einstein Bot currently routes to a service queue where I have agents handling the chats. The idea is that at the end of the service, the agents transfer the chat back to the bot so it can perform a satisfaction survey. However, I can't seem to configure the bot to automatically pick up the survey queue. I created a queue with no agents, but when I transfer the chat to it, it just stays 'waiting' and the bot never takes over. How can I fix this?
Hello @Grazyelly Labes Einstein Bots are designed to initiate or receive a transfer from another bot, but they don't naturally "listen" to a standard Service Queue the same way a human agent does in Omni-Channel.
When you transfer to a queue with no agents, the system sees an empty queue and holds the chat in "Waiting" status, expecting a human to eventually log in and "Accept" it.
so to resolve this - If your agents are using the Service Console, they shouldn't transfer to a "Survey Queue." Instead, you should provide them with a way to transfer directly to the Bot.
For the bot to "consume" the chat immediately upon transfer:
OR as a alternate solution, If you must use a queue-based approach (for example, if you want to track the survey "cases" separately), you need to use an
Omni-Channel Flow.Hope this helps
