--- schema_version: "1" id: 6a142fa6b139ff6d175ecbe3295242d68dcb25f98e071c0e7c6d35582a08be27 title: Call Summaries and Generative Conversation Insights Powered by Einstein Generative AI collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/eci_call_summaries.md canonical_url: https://help.salesforce.com/s/articleView?id=sales.eci_call_summaries.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 443a03bc584a967ccbb6f65b57d2de5b90bd549de48c98756bef36ccd47850d5 description: Einstein Conversation Insights (ECI) users can access generative call summaries and generative insights on voice and video calls. Powered by Einstein, the Summary tab on call records allows users to get automatic summaries that include next steps and customer feedback, and share summaries for easier team collaborations in the flow of work. All calls processed by Einstein Conversation Insights can also include generative conversation insights, leveraging an LLM to detect insights based on custom instructions and topics using natural language. Once the feature is on, a call summary and any generative insights configured will automatically be processed for all ECI calls. products: - Sales Cloud - Cross Cloud - Service Cloud Voice release: "264" --- # Call Summaries and Generative Conversation Insights Powered by Einstein Generative AI Einstein Conversation Insights (ECI) users can access generative call summaries and generative insights on voice and video calls. Powered by Einstein, the Summary tab on call records allows users to get automatic summaries that include next steps and customer feedback, and share summaries for easier team collaborations in the flow of work. All calls processed by Einstein Conversation Insights can also include generative conversation insights, leveraging an LLM to detect insights based on custom instructions and topics using natural language. Once the feature is on, a call summary and any generative insights configured will automatically be processed for all ECI calls. | Available in: Lightning Experience | | --- | | Available in **Enterprise**, **Performance**, **Unlimited**, and **Agentforce 1 Sales** Editions with Einstein Conversation Insights. | Einstein Conversation Insights processes calls for anyone with an ECI license. All calls can have generative features applied when this feature is on. ## Call Summaries Use the Summary tab to access your automatically generated call summaries. ![video call record with call summary displayed](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/eci_call_summary_record.png) A standard call summary includes the summary itself, the customer impression, and any next steps. Click **Edit** to update a summary for a voice or video call. ![call summary in edit state](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/ci_summary_edit.png) Users can see the calls and summaries related to a record with the Call Summaries Related List Lightning component. This component shows summaries for voice and video calls related to that specific record, using the same matching logic as the activity timeline. ![call summaries related list displayed on opportunity record](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/ci_summary_related_list.png) Call summaries are sometimes not generated for lengthy calls. ## Generative Conversation Insights To bring up Generative Conversation Insights, select the tab. See the insights available on each call. ![Generative Insights tab on video record](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/eci_gen_insight_tab.png) Turn on the feature from Setup. Select **Salesforce Go** from the Setup dropdown and navigate to the **Einstein Conversation Insights** feature. In the Unlock Advanced Functionality with Generative AI section, turn on Generative ECI. Generative AI must be turned on in order to use Generative ECI. To create a generative insight, from Setup, in the Quick Find box, enter Call Insights, and then select **Call Insights**. Select **Configure Insight**, and then click **Generative Insight** and follow the steps listed. ![Configure Insights modal](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/eci_gen_insight_modal.png) We recommend testing each insight in Call Explorer before activation. You’re limited to 5 active generative insights. - **[Considerations for Call Summaries and Generative Conversation Insights](https://help.salesforce.com/s/articleView?id=sales.eci_call_summary_considerations.htm&release=264.0.0&type=5)** To use call summaries and generative conversation insights, consider supported functionality, usage, limitations and allowances, limits, and other issues. - **[Configure Generative Conversation Insights](https://help.salesforce.com/s/articleView?id=sales.eci_config_gen_insights.htm&release=264.0.0&type=5)** Create generative insights from the Call Insights page in Setup. For best results, follow the steps listed in the setup wizard and test each insight in Call Explorer before activation. #### See Also - [Add Call Summaries and Generative Insights to Voice Calls, Video Calls, and Related Records](https://help.salesforce.com/s/articleView?id=sales.eci_summary_page_layout.htm&release=264.0.0&type=5 "If you have call summaries and generative insights enabled, use the Lightning App Builder to add the Call Summary and Generative Insights components to voice and video call records if they’re not added by default. And add the components to the page layouts of related records.")