If you created a rule that triggers a next best action, set up an Einstein Next Best
Action component to show recommendations to support reps based on keywords during a conversation
or intelligence signals from your telephony system. To determine which recommendation to show a
support rep, the Next Best Action component evaluates an incoming signal using the predefined
action strategies.
Required Editions
To show the recommendation, pass the keyword or detected signal to a Recommendation
Strategy flow and link the flow to the Einstein Next Best Action component in a Lightning
page.
- Create the Recommendations
Create recommendations that suggest the next best action for support reps while they’re working with your customers. For each recommendation, you specify an action, which is configured as a part of the Conversation Intelligence rule.
- Create the Recommendation Strategy Flow for Next Best Action
To determine how and when to present the Einstein Next Best Action recommendation on a Lightning page, create a Recommendation Strategy flow with Flow Builder. In the flow, use the keywords or signals to show the right recommendations.
- Pass the Rule Name as Input to a Flow
To pass a list of keywords to a Next Best Action or autolaunched flow, add an input variable that stores the Conversation Intelligence rule developer name. To use the keywords in a flow, add the input variable to the flow.
- Add the Einstein Next Best Action Component to the Record Page
Add the component to the Voice Call or Messaging Session record page so that support reps see the Next Best Action recommendation.
