Salesforce Docs Portal

Related Record Matching for Voice Calls

With the Einstein Conversation Insights (ECI) Related Record Matching setting enabled, ECI uses participant details to link useful information between voice calls and relevant records, typically an opportunity. Call participants are also matched based on phone numbers.

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
Note
Note For custom logic, this field also supports flow builder to set up any preferred matching if Related Record Matching is turned off.

Related Record Matching uses an algorithm to link voice calls to an opportunity or account. The related record is matched to the voice call’s Related Record field in the following order:

Example
Example
  1. Contact Leads to arrow Opportunity Contact Role Leads to arrow Opportunity

    ECI checks if there is a contact associated with the participant. We check the opportunity contact role for the contact and link the related opportunity. Voice calls have only one participant, so there is no tiebreaker logic.

  2. Contact Leads to arrow Account Leads to arrow Opportunity

    ECI checks if there is a contact associated with the participant. We check for parent accounts for the contact and link the related opportunity.

  3. Contact Leads to arrow Account

    ECI checks if there is a contact associated with the participant. We check for parent accounts for the contact and link the account if there isn’t a related opportunity.

Call participant matches for voice calls are based on the phone number listed on existing records. If multiple records have the same phone number, one is chosen at random.