---
schema_version: "1"
id: 40d6a9b7e0cb8abde3c2c91c365a0b7696d490969a31a68b921d1013cd9879a3
title: Engagement Copilot Flows
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/engagement_flows.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.engagement_flows.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d41f35f184319674c64f0b43fa430bc2358bbf635e00af46e3719fb1e4124fea
description: Use Engagement Copilot flows to generate a summary of one or more engagement interactions with customers. The flows are in beta. To generate a summary, mention the record ID or record name in the Copilot utterance.
products:
  - Industry Solutions
  - Cross Cloud
release: "264"
---
# Engagement Copilot Flows

Use Engagement Copilot flows to generate a summary of one or more engagement interactions with customers. The flows are in beta. To generate a summary, mention the record ID or record name in the Copilot utterance.

### Required Editions

![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-engagement-264-0-0-production-enus/c3442fb5-f6ac-426a-9499-1455f1f44cfe/images/icon_warning.png)

Warning This tool uses generative AI, which can produce inaccurate or harmful responses. Before using, review the output for accuracy and safety. You assume responsibility for how the outcomes of Einstein are applied to your organization.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Starter</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with the Industries Service Excellence add-on license</td></tr></tbody></table>

 
| Flow | Purpose |
| --- | --- |
| Service Innovations Einstein Copilot: Get Engagement Interaction Details | The flow retrieves the details of an engagement interaction record and the related engagement topics and notes records. Then, the flow sends those details to the associated prompt template as prompt instructions. |
| Service Innovations Einstein Copilot: Get Voice Call Details | The flow retrieves the details of a voice call record and the related conversation transcripts, engagement topics records, and notes records. Then, the flow sends those details to the associated prompt template as prompt instructions. |
| Service Innovations Einstein Copilot: Get Messaging Session Details | The flow retrieves the details of a messaging session record and the related conversation transcripts, engagement topics records, and notes records. Then, the flow sends those details to the associated prompt template as prompt instructions. |
| Service Innovations Einstein Copilot: Get Engagements Details | The flow retrieves the details of the engagement records from the Engagement Interaction, Messaging Session, and Voice Call session objects; the Engagement Topics and Notes related objects; and the related conversation transcripts. Then, the flow sends those details to the associated prompt template as prompt instructions. |

- **[Create a Flow by Using the Service Innovations Einstein Copilot: Get Engagement Interaction Details Template](https://help.salesforce.com/s/articleView?id=ind.engagement_create_flow_using_copilot_get_engagement_interaction_details_flow_template.htm&release=264.0.0&type=5)**  
    Create a custom engagement interaction data retrieval flow to meet your business requirements.
- **[Create a Flow by Using the Service Innovations Einstein Copilot: Get Messaging Session Details Template](https://help.salesforce.com/s/articleView?id=ind.engagement_create_flow_using_copilot_get_messaging_session_details_flow_template.htm&release=264.0.0&type=5)**  
    Create a custom messaging session data retrieval flow to meet your business requirements.
- **[Create a Flow by Using the Service Innovations Einstein Copilot: Get Voice Call Details Template](https://help.salesforce.com/s/articleView?id=ind.engagement_create_flow_using_copilot_get_voice_call_details_flow_template.htm&release=264.0.0&type=5)**  
    Create a custom voice call data retrieval flow to meet your business requirements.
- **[Create a Flow by Using the Service Innovations Einstein Copilot: Get Engagements Details Template](https://help.salesforce.com/s/articleView?id=ind.engagement_create_flow_using_copilot_get_engagement_details_flow_template.htm&release=264.0.0&type=5)**  
    Create a custom engagements data retrieval flow to meet your business requirements.
- **[Engagement Copilot Flows Limitations](https://help.salesforce.com/s/articleView?id=ind.engagement_service_innovations_einstein_copilot_get_engagements_details_flow_limits.htm&release=264.0.0&type=5)**  
    Limitations are boundaries beyond which features are unavailable, performance is throttled, or usage billing charges are applied. Work with your account executive to find a solution that meets your goals.