24.1. Einstein Conversation Insights (ECI)

With our integration with ECI you're able to reap all the analytical benefits from your Natterbox calls from within Salesforce, so you can view trends and highlight coachable moments from across your sales and support teams.

FAQs

Will ECI be a chargeable integration?

Yes please reach out to your account manager to discuss subscribing to ECI.

What limitations does the ECI service have?

Please see here for the full list of limitations from Salesforce

How long does it take to process a call recording for a user?

It’s completely dependent on the length of the conversation, but a single call recording should be processed and made available within an hour. 

Is ECI compatible with Insight and call recordings?

No, ECI works separately to Natterbox Insight and call recordings. All ECI generated call recordings are solely managed via Salesforce and cannot be accessed from the Natterbox platform.

How are call recordings stored and processed by Natterbox?

Natterbox calls forwards all call recordings unencrypted and uncompressed directly to Salesforce, the call recordings are only ever stored briefly if the ECI service is temporarily unavailable.

How do I see when my call has been processed by ECI?

First your call should have an associated Voice Call record generated in Salesforce, then once it has finished processing it should have an associated Voice Call Recording record.

If my call has failed to be processed by ECI where to go to see what happened?

If a call failed to be processed there should be a error log generated in the Natterbox App.

Does ECI rely on a Salesforce scheduled job?

Yes, but only for handling items that need to be retried due to temporary failures.