Microsoft Teams Integration with Einstein Conversation Insights

Microsoft Teams support is limited to orgs under 30,000 users.

Note Read All permission is required to give Einstein Conversation Insights access to Microsoft Teams call records. Access can’t be limited at this time due to Microsoft Teams limitations. As with other recording providers, only recordings made by authenticated ECI users are processed internally. Microsoft Teams recordings are left on Teams servers and only transcripts and insights processed by ECI are stored in Salesforce.

Microsoft Teams meetings created within the context of a channel are not supported. Channel meetings are saved to SharePoint and are not processed.

Only non-channel meetings stored in OneDrive are supported for processing by Einstein Conversation Insights. Users making calls should have access to OneDrive and their call recordings for processing to occur.

Einstein Conversation Insights uses the Microsoft Teams transcript API to retrieve the call transcripts used to identify speakers. When this API isn’t available, we use Optimal Speaker Separation for the creation of transcripts and call insights. In this case, the transcripts identify speakers on the call as Speaker 1, Speaker 2, and so on. If this feature isn’t enabled, transcripts aren’t shown.

• Data Security for Microsoft Teams Integration with Einstein Conversation Insights
  Data security is a top priority, and Einstein Conversation Insights only processes call records made by authenticated Einstein Conversation Insights users. Meetings are processed by Einstein Conversation Insights only if they are recorded by an ECI user and include external participants based on domain name, or recorded meetings that include only a single internal ECI user.
• Configure Microsoft Teams Settings for Use with Einstein Conversation Insights
  Prior to enabling Microsoft Teams integration, make sure your Teams settings are configured for optimal use with Einstein Conversation Insights.
• Turn On Microsoft Teams Integration
  Turn on Microsoft Teams integration for your Salesforce org. Accept the terms of service and enable video integration.
• Connect Your Microsoft Teams Account
  When an admin turns on the Microsoft Teams integration, users with the correct permission see a banner inviting them to connect their Microsoft Teams accounts.