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Considerations for Call Summaries and Generative Conversation Insights

To use call summaries and generative conversation insights, consider supported functionality, usage, limitations and allowances, limits, and other issues.

Required Editions

Available in: Lightning Experience
Available in Enterprise, Performance, Unlimited, and Agentforce 1 Sales Editions with Einstein Conversation Insights.
Example
Example
Note
Note This feature does not draw down credits for AI usage if your org has Agentforce for Sales, Service, or Industry add-on license, or if your org has Agentforce 1 Edition for Sales, Service, or Industry. For more information on generative AI credit consumption, see Metering for Agentforce and Generative AI Usage. Credits can still be consumed by data services in Data 360 and other related usage.

Language and Locale Support

Call Summary uses the transcript language from the video call record to guide the large language model to generate output in the specified language. For Generative Conversation Insights, the insight must be configured with the same language as the transcribed language in order to process generative insights.

The following languages and locales are supported.

  • 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 languages available for transcription are limited to those supported by each vendor. Check the help resources for each vendor to see the complete list of languages available:

Large Language Model Support

Call Summary and Generative Conversation Insights support these models.

GPT 4 Omni (GPT-4o)

Note
Note To use this model, make sure access to OpenAI models is turned on. For more information about configuring model providers, see Manage Model Provider Access.

Limitations and Allowances

  • Call summaries are not currently exposed in Prompt Builder.
  • Einstein Conversation Insights is not supported in Experience Cloud or Government Cloud.
  • Orgs are limited to 8 active generative conversation insights.
  • Call Explorer does not support prompt configuration with prompt templates.
  • For Generative Conversation Insights, the insight must be configured with the same language as the transcribed language in order to process generative insights.
  • 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 Summary supports. 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.

Other Considerations

Call summaries are available for standard reporting and other API features through the GenAIConversationSummary standard object.