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Considerations for Setting Up Einstein Conversation Insights

Before setting up Einstein Conversation Insights, consider these requirements, limitations, and nuances.

Required Editions

Available in: Lightning Experience
Available in Einstein Conversation Insights, which is available in Starter, Pro, Enterprise, Performance, Unlimited, and Agentforce 1 Sales Editions

General

  • Einstein Conversation Insights isn’t supported in Experience Cloud sites.
  • Einstein Conversation Insights isn’t supported in Government Cloud. Contact your Salesforce account executive for more details.
  • Einstein Conversation Insights stores some of your data using a public cloud provider located in the United States. Data from European orgs are stored in Europe, but processing occurs in the United States. For more details, see Salesforce Infrastructure and Sub-processors.
  • Sales Dialer is available for an extra cost as an add-on license.
  • Einstein Conversation Insights doesn’t support playing videos in the Apple Safari browser.
  • Set up a role hierarchy to get the most use out of Einstein Conversation Insights. At least two levels of role hierarchy are required to create and use the Conversation Insights dashboards.
  • Analytics for Conversation Insights is scheduled for retirement in Summer ’26. To view current conversation data and trends, use standard Salesforce Reports. For more information, see Custom Report Types.
  • Einstein Conversation Insights doesn’t process voicemail recordings for Salesforce Voice. The service works with live call recordings where a rep participates in real-time, such as inbound calls, outbound calls, and transfer calls.
User Permissions
Salesforce Admin or User Task Preferences and Permissions Required
Set up Einstein Conversation Insights Customize Application, Modify All Data, Assign Permission Sets, and Manage Users
To use Einstein Conversation Insights for Sales Sales Engagement Conversation Insights or Sales Cloud Bundle Included or Einstein Conversation Insights Included or Conversation Insights for Sales permission set
To use Einstein Conversation Insights for Service Conversation Insights for Service permission set
To delete video call records Modify All Data
Use Dialer Dialer Inbound, Dialer Outbound, and Dialer Minutes permission sets

Subscription Considerations and Limitations

  • Each Einstein Conversation Insights subscription includes up to 675 processed hours of calls per year per license. This limit is based on the total hours of all licenses, so an org with 10 licenses can process 6,750 call hours across all Einstein Conversation Insights users over 12 months.
  • Orgs using Sales Enterprise Edition can access 2000 Einstein Conversation Insights licenses at no extra cost. Each Einstein Conversation Insights Standard license includes up to 60 processed hours of calls per year per license. If you have an Enterprise Edition org that requires over 2000 licenses, contact your Salesforce account rep.
  • If an org is using Unlimited Edition or Performance Edition, each Einstein Conversation Insights Included license includes up to 120 processed hours of calls per year per license. Usage is calculated at the org level based on the total number of licenses rather than separately for each license. The feature includes automatic insights for Sales only. Customers can buy more ECI hours, as needed.
  • Salesforce employees can access and review this data, including recorded phone calls or video meetings, for the purposes of improving and training the product.
  • Conversation Insights is compatible with Sales Dialer out of the box, along with Google Meet, Microsoft Teams, and Zoom Meetings for video calls. Zoom Phone is not available out of the box. Dialpad, RingCentral, Aircall, and Amazon Connect are available with additional setup. Other supported partners are available via API. Integration work is required from the customer to add a new recording provider.
  • Salesforce Voice with Partner Telephony is only supported with ECI for telephony providers that host audio files on Amazon Web Services (AWS). Audio files that are not hosted on AWS are not processed. We recommend verifying with telephony partners to ensure that ECI is fully supported through Salesforce Voice with Partner Telephony if the partner is not already listed as supported.
  • Conversation Insights doesn’t record your calls. Rather, you connect it with your recording system. It’s a customer’s responsibility to manage consent and comply with local privacy requirements in the way calls are recorded.
  • Einstein Conversation Insights is available in the following languages and dialects:
    • Arabic
    • Bulgarian
    • Catalan
    • Chinese (Simplified and Traditional)
    • Croatian
    • Czech
    • Danish
    • Dutch
    • English (Australia), English (England), English (India), English (Ireland), English (New Zealand), English (Scotland), English (US)
    • Finnish
    • French (Canada), French (France)
    • German
    • Greek
    • Hebrew
    • Hindi
    • Hungarian
    • Icelandic
    • Indonesian
    • Italian
    • Japanese
    • Korean
    • Latvian
    • Lithuanian
    • Norwegian
    • Polish
    • Portuguese (Brazil), Portuguese (Portugal)
    • Punjabi
    • Romanian
    • Russian
    • Serbian
    • Slovak
    • Spanish (Spain), Spanish (US)
    • Swedish
    • Thai
    • Turkish
    • Ukrainian
    • Vietnamese
    For orgs using Vendor Transcript Processing, the available languages are limited to those supported by each vendor. The automatic insights available (including Next Steps and Objection-related insights) can vary widely by language. To see the full list of supported automatic insights by language, go to Call Insights under Einstein Conversation Insights in Setup and select the Automatic tab. We’re continually offering additional support, but make any usage decisions based on currently available insights.
  • Zoom Meetings for video calls supports audio transcription in over a dozen languages, including English, Spanish, French, German, Italian, Chinese, and Japanese. For a full list of supported languages, visit Zoom Support.
  • Google Meet supports transcription in English, French, German, Italian, Japanese, Korean, Portuguese, and Spanish. For the most up-to-date list of supported languages, visit Google Meet Help.
  • Microsoft Teams supports transcription in dozens of languages. For a full list, see the help resources for Microsoft Teams.
  • The Einstein Trust Layer detects and masks certain types of sensitive data. Some data types detected by the Einstein Trust Layer are not supported in all the languages that Call Explorer, Call Summary, and Sales Signals support. For example, company name and credit card detection are supported in English, French, German, Italian, Japanese, and Spanish only. For more information see Einstein Trust Layer Region and Language Support.
  • Einstein Conversation Insights is included with Performance and Unlimited editions. If you have users in an Unlimited or Performance Edition org who accessed Einstein Conversation Insights through an add-on license before Summer ’22, we recommend that you assign those users the Sales Cloud Included or Einstein Conversation Insights Included permission sets, or a custom permission set that includes it. To make these assignments, add the new permissions to your users before removing the old permissions. Beginning in Summer ‘22, you can’t add users to the add-on permission sets in Unlimited or Performance Edition orgs. To manage your permission set assignments, see Assign Conversation Insights Permission Sets.
  • The ECI feature set currently available in Starter and Pro Suite doesn't include generative AI features like call summaries and generative conversation insights. Conversation Hub is also not available in Starter and Pro Suite.

Feature Availability Limitations

  • Conversation Insights dashboards are refreshed roughly every 8 hours by default, and it takes some time to create dashboards after initially enabling Conversation Insights. To modify the dataflow settings, go to Analytics Studio from the App Launcher. Click Data Manager from the menu on the left, and then Manage Dataflows at the bottom of the menu. Select the Dataflows tab and select Schedule in the dropdown for the Conversation Intelligence Call Insights Dataflow.
  • The recording is available as soon as it’s uploaded to Salesforce. Processing begins as soon as the recording is uploaded, and it takes time to process and analyze recorded calls based on the size of the recording. For voice call processing, this can take up to 8 hours. Each call recording file must contain only one call for processing. Einstein Conversation Insights doesn’t support multiple calls in a single recording file.
  • If there are at least 3 processed voice or video calls in the previous day, the Call Highlights email is sent. Salesforce admins can update the frequency of Call Highlights emails to weekly, monthly, or never.
  • In order to process video calls with Einstein Conversation Insights, user-level download access is required for meeting assets, including MP4 recordings and transcripts.
  • Video calls are not processed if they include over 40 participants.
  • Video calls over 3 hours in duration may not process properly.
  • Voice calls shorter than 10 seconds in duration are not processed depending on the recording provider.
  • Voice call recordings that use our audio upload API are not processed if they exceed 64 MB.
  • Each video call record is associated with a single recording. If multiple recordings are made from a meeting, the longer recording is the one associated with the video call record.
  • Einstein Conversation Insights doesn’t process and analyze transcripts if multiple transcripts are related to a single video call. This includes when a recording is stopped and restarted. If multiple transcript files are found for a call from a customer’s data source, then none of the transcripts are processed. 
  • A user can upload a maximum of three video call recordings a day for meetings recorded on a third-party platform with the video call upload feature. Video files must be in the MP4 format and under 2 GB.
  • The manual upload experience differs depending on whether your ECI data is migrated to the Salesforce Platform. See Einstein Conversation Insights Data Is Moving to The Salesforce Platform.
    • Users whose ECI data is migrated to the Salesforce Platform can upload video call transcripts and optionally upload the video call recordings.
    • Users whose ECI data isn’t migrated to the Salesforce Platform have access to the legacy manual upload experience, which supports video call recordings only.
  • Firewall settings may prevent videos from being uploaded by users. Make sure your browser allows MP4 files to be uploaded to *.s3-accesspoint.us-west-2.amazonaws.com.
  • Calls are not processed for trial or demo orgs.
  • Call collections are limited to 100 items and 100 members for each call collection.
  • The Vendor Transcript Processing feature is on by default for orgs newly enabling Einstein Conversation Insights. The feature can’t be turned off after it’s enabled. Calls must be transcribed in order to be processed. If calls are recorded without being transcribed, related records are created that don't include a transcript or insights.
  • For orgs using Vendor Transcript Processing, the Trending, Longest Monologue, Longest Customer Story, and Question automatic insights aren't available.
  • For orgs using Vendor Transcript Processing, a 0-byte value for video calls with the transcript FileType is expected behavior. This entity is still used with Google Meet and Microsoft Teams integrations to locate and process the vendor's data.
  • When connecting to a video account, email addresses with special characters such as the plus sign (+) aren't supported for ECI video call processing. This can result in errors with matching emails and syncing video calls.

Sandbox Considerations

  • If you’re creating a sandbox from an org that already has voice calls and video calls, the related voice and video call records are copied over. However, call recordings, transcripts, and related insights are not copied over to the sandbox. The same applies if you're copying a sandbox from an existing sandbox environment.
  • To use Einstein Conversation Insights in sandbox environments, you must enable ECI from Setup again.
  • The Data 360 connectors for Einstein Conversation Insights features are not supported in sandbox orgs. Einstein Conversation Insights features that rely on Data 360, such as Sales Signals, are not currently testable in sandbox.
  • When Einstein Conversation Insights and Salesforce Voice are both turned on in the same production org, copying the production org to a sandbox turns off Conversation Insights and breaks the flow of data to the Salesforce Voice CRM Analytics app. To restore the data flow, turn on Conversation Insights in the sandbox.

Considerations for Use with Service Cloud, Sales Engagement, and Other Applications

  • Although Einstein Conversation Insights can be added to Service Cloud licenses, Einstein Conversation Insights is optimized for sales conversations.
  • Voice calls with a SourceType listed as Service are not processed for transcripts and analyzed.
  • When Salesforce Voice and Conversation Insights are both turned on in the same production org, copying the production org to a sandbox turns off Conversation Insights and breaks the flow of data to the Salesforce Voice CRM Analytics app. To restore the data flow, turn on Conversation Insights in the sandbox.
  • Salesforce Voice supports encryption of your call recordings stored in S3, but Einstein Conversation Insights does not support that encryption.
  • If your org uses dataflows, make sure that existing dataflows don’t set a default value for the ParentRoleId field on the UserRole object. This value restricts users from viewing voice calls owned by their subordinates based on the Salesforce role hierarchy.
  • If Einstein Conversation Insights is enabled and Sales Engagement users have connected Zoom accounts, their meeting content is processed and made available to their managers.
  • If an Einstein Conversation Insights license is removed during a call, Einstein Conversation Insights doesn’t process the related call.
  • Connecting to a recording provider shares the email addresses of Salesforce users with the recording provider to match recorded calls with users.
  • Einstein Conversation Insights doesn’t support the use of third party scheduler tools. Avoid using third party tools to ensure that call records are created.
  • Microsoft Teams support is limited to orgs under 30,000 users.
  • Einstein Conversation Insights uses the Microsoft Teams transcript API to retrieve the call transcripts used to identify speakers. When this API isn’t available, we use Optimal Speaker Separation for the creation of transcripts and call insights. In this case, the transcripts identify speakers on the call as Speaker 1, Speaker 2, and so on. If this feature isn’t enabled, transcripts aren’t shown.
  • Einstein Conversation Insights uses the transcript from Zoom to identify speakers. Zoom supports audio transcription in over a dozen languages, including English, Spanish, French, German, Italian, Chinese, and Japanese. For a full list of supported languages, visit Zoom Support. When the transcript isn’t available, we use Optimal Speaker Separation for the creation of transcripts and call insights. In this case, the transcripts identify speakers on the call as Speaker 1, Speaker 2, and so on. If this feature isn’t enabled, transcripts aren’t shown.
  • Zoom transcripts can't reliably separate speakers for mono audio recordings. As a result, speaker labels may be missing or inaccurate, and talk ratio and other speaker-based metrics may not be meaningful. Avoid using mono audio recordings, if possible.
  • Google Meet participants are matched to email addresses based on a participant's Google user ID. If this includes more than one email address, the last email from the list of addresses is associated. This may not be the desired email address. Users can manually link participants with relevant Salesforce records when a mismatch occurs.

Supported Features and File Types

  • MP3, FLAC, WAV, MP4, and M4A file types are supported.
  • MP4 files are supported for video only.
  • Each recording is limited to 64 MB.
  • Sound eXchang is used to convert MP3, FLAC, and WAV files. See the SoX page for information about supported codecs.
  • FFmpeg is used to convert MP4 and M4A files. See the FFmpeg page for information about supported codecs.
  • Shield Platform Encryption isn’t supported.

Other Considerations and Limitations

  • Speaker identification can be based on call metadata provided by the vendor or the use of machine learning models. Transcript accuracy and speaker identification are not always accurate if incorrect information is received from the vendor or the machine learning model results are not accurate. We’re continually working to improve the quality of the speaker data. We recommend turning on Optimal Speaker Separation to help improve the quality of transcripts and insights.
  • To see transcripts from Zoom meetings, enable the Cloud recording and transcript features in Zoom in advance. After enabling the feature in Zoom, it can take some time before transcripts are available in Salesforce.
  • We recommend connecting to your recording provider with the same email address as your Salesforce user profile, but it's not required. Participant matching and related record matching can use calendar and meeting data to get email participant info.
  • Orgs can have up to 100 custom insights. Each insight can have a maximum of 25 keywords, with each keyword limited to 255 characters.
  • The opportunity amount filter doesn’t support the currency format or decimals. When entering a new value in the opportunity amount filter, tab out of the widget to update the dashboard with your changes.
  • If your org is using Opportunity Matching, the user placing the call needs access to the related opportunity for it to be matched for voice calls. User access isn’t required for opportunity matching with video calls.
  • Video playback is affected when a session security setting is enabled. Video recordings may not always play when the Use POST requests for cross-domain sessions setting is enabled on the Sessions Settings page in Setup. This setting makes requests more secure, but can prevent the display of embedded content. For more information, see Modify Session Security Settings. The known issue page describes a workaround.
  • To delete video call records, the Modify All Data permission is required.
  • To enable Einstein Conversation Insights, Change Data Capture is required. Change Data Capture is not provisioned in editions that don't support Einstein Conversation Insights, including Professional Edition.
  • If your org has limited permissions available to the Automated Process user, make sure to preserve edit access to voice and video call objects, including VideoCall, VideoCallParticipant, VideoCallRecording, VoiceCall, and VoiceCallRecording. The Automated Process user needs access to these objects to update voice and video call records.
  • To deactivate call processed notifications on a user level, navigate to your personal settings. Enter Activity Reminders in the Quick Find box, then select Activity Reminders. Deselect the Show conversation reminders in Lightning Experience option and save.