--- schema_version: "1" id: 4388a5ed4d033aa2139cd55b484432e47ffacdb6307126dc1fdec8579e1ff751 title: Add Call Summaries and Generative Insights to Voice Calls, Video Calls, and Related Records collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/eci_summary_page_layout.md canonical_url: https://help.salesforce.com/s/articleView?id=sales.eci_summary_page_layout.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 27e9ba9b5321dabf1bb75a5b777cdae9038aeb5cc4f5684e61e9bfee0fb9c458 description: 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. products: - Sales Cloud - Cross Cloud - Service Cloud Voice release: "264" --- # Add Call Summaries and Generative Insights to Voice Calls, Video Calls, and Related Records 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. ### Required Editions Prior to enabling Call Summaries, the following features must be enabled: - Einstein Conversation Insights: This can be enabled in Setup, from the General Settings page under Einstein Conversation Insights. - Einstein Generative AI: This can be enabled in Setup, from the Einstein Generative AI Setup page. | Available in: Lightning Experience | | --- | | Available in **Enterprise**, **Performance**, **Unlimited**, and **Agentforce 1 Sales** Editions with Einstein Conversation Insights. |
User Permissions Needed
To enable Einstein Conversation Insights: Customize Application, View Setup, Modify All Data
Enable Call Summaries and Generative Conversation Insights Turn on the features from Setup. Navigate to Einstein Conversation Insights page in Salesforce Go and turn on the **Generative ECI** feature. Generative AI must be turned on in order to use Generative ECI. ![Turn On Generative ECI setting in Salesforce Go](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_generative_eci_setting.png) Add the Call Summary and Generative Insights Lightning Components The Call Summary and Generative Insights components are typically added by default to the page layouts of voice and video call records, but it isn’t added if you’ve customized the page layout. Add the component manually if it isn’t there. And add the separate Call Summary Related List component to all record types that might be related to voice and video calls, such as opportunities, accounts, leads, and contacts. Add the Call Summary and Generative Insights components 1. Navigate to a voice call or video call record page. 2. From the Setup menu, click **Edit Page**. When you select **Edit Page** for the first time, Salesforce makes a copy of the standard page. This copy is what you edit in the Lightning App Builder. If a customized page exists and is active, selecting Edit Page opens that page to edit. 3. To add the Summary tab, select the Tab component and click **Add Tab** in the Tabs component properties. Then select the **Call Summary** tab. Alternatively you can select the **Call Summary** component from the Components list and drag it to the desired place in the canvas. 4. You can customize the tab by clicking it in the properties pane. 5. Repeat the process for the **Generative Insights** tab. 6. Click **Save**. Add the Call Summary Related List component 1. Navigate to a record detail page for a record type related to voice or video calls. Alternatively you can open a page from the Lightning App Builder list page. From Setup, in the Quick Find box, enter App Builder, then select **Lightning App Builder**, and select the record page you want to edit. 2. Select the **Call Summary List View** component, and then drop it in the desired place on the record. 3. Click **Save**. 4. Repeat steps 6-8 for any other record types related to voice or video calls. Call summaries are available for standard reporting and other API features through the [GenAIConversationSummary](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_genaiconversationsummary.htm) standard object. #### See Also - [Call Summaries and Generative Conversation Insights Powered by Einstein Generative AI](https://help.salesforce.com/s/articleView?id=sales.eci_call_summaries.htm&release=264.0.0&type=5 "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.")