---
schema_version: "1"
id: e64bb38a4b09099ffbc4a26b13bccccf23cfb19e458d19ba4d2ac08791d148a8
title: Related Record Matching for Voice Calls
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/ci_related_record_voice.md
canonical_url: https://help.salesforce.com/s/articleView?id=sales.ci_related_record_voice.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 594f6d2dc5d2d2e3a8251ad3a36e2ab9c7bbf46e0fe02a65c038fa914058f972
description: 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.
products:
  - Sales Cloud
  - Cross Cloud
  - Service Cloud Voice
release: "264"
---
# 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

<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 Einstein Conversation Insights, which is available in <strong>Starter</strong>, <strong>Pro</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Agentforce 1 Sales</strong> Editions</td></tr></tbody></table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_productivity-264-0-0-production-enus/b2f6c36a-fa61-4a3c-9752-032ce1818a69/images/icon_note.png)

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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_productivity-264-0-0-production-enus/b2f6c36a-fa61-4a3c-9752-032ce1818a69/images/icon_example.png)

Example

1. Contact ![Leads to arrow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_productivity-264-0-0-production-enus/b2f6c36a-fa61-4a3c-9752-032ce1818a69/sales_productivity/images/call_coaching/button_collapse_right.png) Opportunity Contact Role ![Leads to arrow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_productivity-264-0-0-production-enus/b2f6c36a-fa61-4a3c-9752-032ce1818a69/sales_productivity/images/call_coaching/button_collapse_right.png) 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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_productivity-264-0-0-production-enus/b2f6c36a-fa61-4a3c-9752-032ce1818a69/sales_productivity/images/call_coaching/button_collapse_right.png) Account ![Leads to arrow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_productivity-264-0-0-production-enus/b2f6c36a-fa61-4a3c-9752-032ce1818a69/sales_productivity/images/call_coaching/button_collapse_right.png) 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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_productivity-264-0-0-production-enus/b2f6c36a-fa61-4a3c-9752-032ce1818a69/sales_productivity/images/call_coaching/button_collapse_right.png) 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.