Use the Get Conversation Transcript invocable action to harness conversation data in
Flow Builder, Apex, and REST API. Use this information to automate record updates and risk
escalation, or generate call recaps based on voice and video call conversations. Get access to the
raw transcript to get the vendor transcript earlier, or get the processed transcript that includes
more call details provided during processing.
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
|
Use this topic for more information about the Get Conversation Transcript
action.
You can also get conversation transcripts faster with the unprocessed vendor
transcript. Select between getting the Raw or Processed transcript. The Processed transcript
type includes more call details provided during processing. The Raw transcript type is
limited to video calls only.
You can use two types of flows related to call
transcripts out of the box:
- Get Call Transcripts to Ground Data for Emails
Retrieves the call transcript for a
voice or video call and builds a set of grounding data for email prompts.
- Post Call Recap Emails
Sends a recap of a call as an email to internal users who
participated in the call. This flow is available as an example template and needs to
be customized in order to be used by your sales teams.
You can access these flows from the Flows page in Setup, and modify them in Flow
Builder. These flows can be used in places like Prompt Builder. Your reps can then use ECI
data to help draft sales emails or post-call recap emails.
To use these flows, enable
the feature from the General Settings page under Einstein Conversation Insights in
Setup.
