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.
Required Editions
| Available in: Lightning Experience |
| Available in Einstein Conversation Insights, which is available in Starter, Pro, Enterprise, Performance, Unlimited, and Agentforce 1 Sales Editions |
| User Permissions Needed | |
|---|---|
| To enable Einstein Conversation Insights: | Customize Application |
- Click Take Me There in the banner. Or, from Personal Settings, enter Video Accounts in the Quick Find box, then select Video Accounts.
- Accept the terms of service.
- Optionally, add excluded email addresses. Meetings with attendees on the excluded list aren’t recorded.
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To connect your account, click Connect.
When connecting to a video account, email addresses with special characters such as the plus sign (+) aren't supported for ECI video call processing. This can result in errors with matching emails and syncing video calls.
Microsoft Teams meetings created within the context of a channel are not supported. Channel meetings are saved to SharePoint and are not processed by Einstein Conversation Insights. Only non-channel meetings stored in OneDrive are supported. Make sure you have access to OneDrive and your call recordings so your calls can be processed.
Einstein Conversation Insights doesn’t support the use of third party scheduler tools. To ensure that video call records are created, schedule meetings directly through Microsoft Teams or from your Outlook calendar.