Create a rule in Salesforce that triggers an action based on intelligence signals or
keywords detected during a conversation. Conversation Intelligence rules work with Salesforce
Voice with Telephony Providers and messaging channels, such as Enhanced Web Chat and LINE.
Salesforce admins can declaratively set up Conversation Intelligence rules in a user interface.
Developers can set up rules in custom components using Toolkit API and custom actions. The
declarative method is the easiest way to set up rules. But the Toolkit API method allows you to
develop custom rules and signal detection processes. For example, use Toolkit API to detect
signals in the call transcript without using your telephony system.
Required Editions
- Create a Conversation Intelligence Rule to Trigger an Action
To subscribe to intelligence signals defined in your telephony system and trigger actions based on those signals, create a rule based on a Next Best Action or autolaunched flow. For example, create an action that recommends that the support rep offer a discount if the customer asks to cancel the service due to a poor customer experience. To create the rule for this example, pass the detected signal to a Recommendation Strategy flow and link the flow to the Einstein Next Best Action component in a Lightning page.
- Create a Custom Component to Trigger an Action
To subscribe to intelligence signals defined in your telephony system and trigger actions based on those signals, create Aura custom components in Salesforce. For example, create an action that recommends that the support rep offer a discount if the customer asks to cancel the service due to a poor customer experience. To create a custom component, pass the detected signal to a Recommendation Strategy flow and link the flow to the Einstein Next Best Action component in a Lightning page.
