---
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id: 1f97dd40910e641d9905e141bfdc7324b589898a7ceadcca921f2414d8db5438
title: Automatically Trigger an Action Based on a Conversation Intelligence Signal
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_intelligence_rule_create.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_intelligence_rule_create.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e167da7553a5acbf4c269b15c4f8ceea9602cdaedce2ebd63872533a6bac1185
description: 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.
products:
  - Service Cloud
release: "264"
---
# Automatically Trigger an Action Based on a Conversation Intelligence Signal

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

- **[Create a Conversation Intelligence Rule to Trigger an Action](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_rule_create.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_custom_component.htm&release=264.0.0&type=5)**  
    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.

#### See Also

- [Automatically Trigger an Action Based on Detected Keywords](https://help.salesforce.com/s/articleView?id=service.voice_trigger_action_with_keywords.htm&release=264.0.0&type=5 "Create a Conversation Intelligence rule to trigger an action when a support rep or customer speaks or types a keyword on the phone or in a message. Sample actions include sending notifications to a supervisor and a support rep, displaying recommendations to support reps, and running processes in the background. For example, create an action that recommends that the support rep offer a discount if the support rep says “cancel your service.”")