---
schema_version: "1"
id: 62351c1ba6080c19f7991e7e42378c215df13112fcfc2dfe15ebcfca35a328cc
title: ConvIntelligenceSignalRule
collection: legacydeveloper
version: current
locale: en-us
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canonical_url: https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_convintelligencesignalrule.htm
source_site: developer.salesforce.com
content_type: documentation
content_hash: 3bd29dc583420fe1fca2a883ffe3bba335b707b8076e5b3f9fd0f86132fd41e9
description: Represents a conversation intelligence signal rule. The rule triggers actions based on real-time intelligence signals from your telephony system or keywords mentioned by support reps or customers. The rule contains a set of conditions (subrules) and the filter logic used to evaluate those conditions to determine whether to trigger actions. This object is available in API version 62.0 and later.
---
# ConvIntelligenceSignalRule

Represents a conversation intelligence signal rule. The rule triggers actions based on real-time intelligence signals from your telephony system or keywords mentioned by support reps or customers. The rule contains a set of conditions (subrules) and the filter logic used to evaluate those conditions to determine whether to trigger actions. This object is available in API version 62.0 and later.

## Supported Calls

create(), delete(), describeSObjects(), query(), retrieve(), update(), upsert()

## Special Access Rules

This type requires an add-on license for Salesforce Voice for Amazon Connect, Salesforce Voice for Partner Telephony with Amazon Connect, Salesforce Voice for Partner Telephony, or Digital Engagement.

## Fields

| Field | Details |
| --- | --- |
| ActionType | 
Type

picklist

Properties

Create, Filter, Group, Nillable, Restricted picklist, Sort, Update

Description

Required. Action to take based on the conversation intelligence signal detected during a conversation. Possible values are:

Possible values are:

- AlertSupervisor–Sends an alert to the supervisor.
- AlertSupervisorAndAgent–Sends an alert to the rep and supervisor.
- LaunchFlow–Triggers an auto-launched flow. If set, also set ActionValue.
- LaunchNBA–Recommends the next best action to the rep.





 |
| ActionValue | 

Type

string

Properties

Create, Filter, Group, Nillable, Sort, Update

Description

Action to perform based on the ActionType specified.

If ActionType is set to LaunchFlow, this value is the DeveloperName of the flow to be launched. For example, EmailAlert.

For all other ActionType values, don’t set this parameter.





 |
| ConversationChannelId | 

Type

reference

Properties

Create, Filter, Group, Sort, Update

Description

Required. ID (ChannelAddressIdentifier) of the Messaging channel or name (InternalName) of the Voice channel.

This field is a polymorphic relationship field.

Relationship Name

ConversationChannel

Refers To

CallCenter, MessagingChannel



 |
| Criteria | 

Type

string

Properties

Create, Filter, Group, Nillable, Sort, Update

Description

Required. Filter logic applied to the rule conditions (subrules). For example, ((1 AND 2) OR 3). The numbers in the formula are derived from the ConvIntelligenceSignalSubrule.Order value plus 1. For example, filter logic (1 AND 2) is calculated by adding the first condition (Order\=0) with the second condition (Order\=1).



 |
| DeveloperName | 

Type

string

Properties

Required. Create, Filter, Group, Sort, Update

Description

API name of the conversation intelligence signal rule.



 |
| IsActive | 

Type

boolean

Properties

Create, Defaulted on create, Filter, Group, Sort, Update

Description

Required. Indicates whether the conversation intelligence signal rule is active (true) or inactive (false). The default value is false.



 |
| Label | 

Type

string

Properties

Create, Filter, Group, Nillable, Sort, Update

Description

Name of the conversation intelligence signal rule.



 |
| ParticipantRole | 

Type

picklist

Properties

Create, Filter, Group, Nillable, Restricted picklist, Sort, Update

Description

If Service is set to KeywordMatch, this value determines whether the rule applies to utterances made by reps, customers, or both roles. Possible values are:

Possible values are:

- Agent
- AgentOrCustomer
- Customer

If Service is not set to KeywordMatch, don’t set this parameter.



 |
| Service | 

Type

picklist

Properties

Create, Filter, Group, Nillable, Restricted picklist, Sort, Update

Description

Required. Salesforce- or partner-provided intelligence source.

For Salesforce-provided intelligence sources, set this parameter to KeywordMatch.

For partner-provided intelligence sources, possible values are:

- AmazonConnectContactLens

If none of the options apply to you, contact your Salesforce representative for the service name.





 |