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Show Work Summaries for Voice

To have Einstein predict and fill the conversation summary, issue, and resolution at the end of a call, add the Wrap Up component where the service reps work, map the generated outputs to Salesforce object fields, and activate work summaries for calls. By default, summaries are generated automatically when a call ends, and service reps review and save the summary. You can turn it off if needed. To save summaries automatically without service rep review, turn on automatic saving.

Required Editions

View supported editions.

Work Summaries for Voice is available in Arabic, Amharic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (Brazilian), Portuguese (European), Romanian, Russian, Spanish (Mexico), Spanish (Spain), Swedish, Thai, and Turkish.

To get the conversation transcripts for voice call records, you can use the Get Conversation Transcript Flow action. This action has a character limit of 56,000 characters to prevent system timeouts and memory issues when processing large transcripts in Flow automation.

Note
Note Voice Call Summaries are generated from call transcripts. If a transcript is unavailable, such as with unanswered outbound calls or when a transcript can't be accessed, the summary may be empty or inaccurate.
  1. Create a Quick Action to Store the Generated Voice Call Summaries
    Create a quick action that stores the generated voice call summaries in fields of a Salesforce object. For example, the action stores voice call summaries in VoiceCall object fields.
  2. Add the Wrap Up Component to the Voice Call Record Page
    To let service reps generate and view the call summaries, add the Wrap-Up component to the VoiceCall record page in the console.
  3. Map Outputs to Voice Call Summary Fields
    To store the generated Summary, Issue, and Resolution outputs, map these outputs to fields of the VoiceCall object or one of its related objects. You must map these fields before you can activate work summaries for the service channel.
  4. Activate Work Summaries for Voice Calls
    To enable service reps to generate and store voice call summaries, activate work summaries for voice calls.
  5. Manage Automatic Generation and Saving of Voice Call Summaries
    Work Summaries for Voice Calls generates summaries automatically as soon as the call ends. By default, the summary appears on the console for service reps to review and save. To save summaries automatically without service rep review, turn on Automatically Save Summaries.
  6. Customize the Work Summaries for Voice Prompt Template
    Add custom instructions to the prompt without building a template from scratch by creating a version of the standard Work Summaries prompt templates. Customize the Summarize Voice Call prompt template in Prompt Builder to specify what information Einstein includes and how to format that information or adjust the voice and tone so that responses fit your business needs.