Get Conversation Intelligence Action

This action is available in API version 65.0 and later.

On invocation, this action gets a list of insights related to a call, and a call summary if one is available.

The user calling the action must have access to the related voice or video call records.

Supported REST HTTP Methods

URI

/services/data/vXX.X/actions/standard/getConversationIntelligence

Formats

JSON, XML

HTTP Methods

GET, HEAD, POST

Authentication

Authorization: Bearer token

Inputs

Outputs

Usage

Sample Input

1{
2    "inputs": [
3        {
4            "recordId": "6qrAAC000000BGPYB2",
5        }
6    ]
7}

Sample Output

1{
2    "conversationInsights": [],
3    "conversationIntelligence": {
4        "callSummary": "<p><strong> Customer Impression</strong></p><p>Sam, the customer, expressed a need for more features than their current service, Genius Solutions, offers. They appreciated the flexibility in adding licenses and were concerned about pricing due to a tight budget.</p><p><br></p><p><strong> Call Summary</strong></p><p>Sam, the customer, has been using Genius Solutions for several years but feels it lacks some features they need. They are exploring other options and are particularly interested in the flexibility of adding licenses, which is a significant pain point for them. Sam is also concerned about pricing and needs to stay within a budget of $1,600 per month. They are considering the intermediate subscription, which seems to fit their current needs. Sam plans to discuss the pricing and options with their partner, John, and their boss, who has significant influence over the decision. They are also interested in a demo of the intermediate subscription to prove the concept.</p><p><br></p><p><strong> Next Steps</strong></p><ol><li>Seller to put together a quote and email it to Sam.</li><li>Sam to discuss the quote with their partner, John, and their boss.</li><li>Schedule a demo of the intermediate subscription for next week.</li><li>Sam to confirm the best time for the demo with their team.</li></ol><p><br></p>"
5    },
6    "momentInsights": [
7        {
8            "category": "Question",
9            "insightTypeId": "00000000-0000-0000-0000-000000001010",
10            "keyword": "Question",
11            "momentTimes": [
12                {
13                    "action": null,
14                    "endOffset": 39.18000030517578,
15                    "entries": [
16                        "Long you been with Solutions?"
17                    ],
18                    "isFollowup": false,
19                    "mentionId": 0,
20                    "momentOffset": 32.720001220703125,
21                    "needsAttention": false,
22                    "sequences": [
23                        7
24                    ],
25                    "speakerId": "Speaker 2",
26                    "speakerRole": null,
27                    "startOffset": 27.719999313354492
28                },
29                {
30                    "action": null,
31                    "endOffset": 75.08999633789062,
32                    "entries": [
33                        "I'm you've had a kind comb through our as extensively, a think one missing is need be boss how this going are terms?"
34                    ],
35                    "isFollowup": false,
36                    "mentionId": 1,
37                    "momentOffset": 56.099998474121094,
38                    "needsAttention": false,
39                    "sequences": [
40                        11
41                    ],
42                    "speakerId": "Speaker 2",
43                    "speakerRole": null,
44                    "startOffset": 51.099998474121094
45                },
46                {
47                    "action": null,
48                    "endOffset": 103.44999694824219,
49                    "entries": [
50                        "Many off, how licenses are you looking at?"
51                    ],
52                    "isFollowup": false,
53                    "mentionId": 2,
54                    "momentOffset": 94.66999816894531,
55                    "needsAttention": false,
56                    "sequences": [
57                        17
58                    ],
59                    "speakerId": "Speaker 1",
60                    "speakerRole": null,
61                    "startOffset": 89.66999816894531
62                },
63                {
64                    "action": null,
65                    "endOffset": 175.7100067138672,
66                    "entries": [
67                        "You said 16 licenses, correct?"
68                    ],
69                    "isFollowup": false,
70                    "mentionId": 3,
71                    "momentOffset": 167.88999938964844,
72                    "needsAttention": false,
73                    "sequences": [
74                        28
75                    ],
76                    "speakerId": "Speaker 1",
77                    "speakerRole": null,
78                    "startOffset": 162.88999938964844
79                },
80                {
81                    "action": null,
82                    "endOffset": 179.5800018310547,
83                    "entries": [
84                        "Like how pay, can you break me?"
85                    ],
86                    "isFollowup": false,
87                    "mentionId": 4,
88                    "momentOffset": 172.08999633789062,
89                    "needsAttention": false,
90                    "sequences": [
91                        29
92                    ],
93                    "speakerId": "Speaker 1",
94                    "speakerRole": null,
95                    "startOffset": 167.08999633789062
96                },
97                {
98                    "action": null,
99                    "endOffset": 182.6199951171875,
100                    "entries": [
101                        "Like monthly it quarterly or annual?"
102                    ],
103                    "isFollowup": false,
104                    "mentionId": 5,
105                    "momentOffset": 174.82000732421875,
106                    "needsAttention": false,
107                    "sequences": [
108                        30
109                    ],
110                    "speakerId": "Speaker 1",
111                    "speakerRole": null,
112                    "startOffset": 169.82000732421875
113                }
114            ]
115        },
116        {
117            "category": "Pricing",
118            "insightTypeId": "00000000-0000-0000-0000-000000001001",
119            "keyword": "Pricing",
120            "momentTimes": [
121                {
122                    "action": null,
123                    "endOffset": 196.5399932861328,
124                    "entries": [
125                        "It's monthly can access it via once customer. intermediate subscription about $1,200 a month. the premium, an additional $55 per you include looking at about 20."
126                    ],
127                    "isFollowup": false,
128                    "mentionId": 0,
129                    "momentOffset": 191.17999267578125,
130                    "needsAttention": false,
131                    "sequences": [
132                        31
133                    ],
134                    "speakerId": "Speaker 1",
135                    "speakerRole": null,
136                    "startOffset": 186.17999267578125
137                }
138            ]
139        },
140        {
141            "category": "Next Step",
142            "insightTypeId": "00000000-0000-0000-0000-000000001000",
143            "keyword": "Next Step",
144            "momentTimes": [
145                {
146                    "action": null,
147                    "endOffset": 272.57000732421875,
148                    "entries": [
149                        "Like to subscription. available next be great just to prove out concept little me work on that with my Linda, that she can be on it have a large deal of influence."
150                    ],
151                    "isFollowup": false,
152                    "mentionId": 0,
153                    "momentOffset": 267.04998779296875,
154                    "needsAttention": false,
155                    "sequences": [
156                        48
157                    ],
158                    "speakerId": "Speaker 1",
159                    "speakerRole": null,
160                    "startOffset": 262.04998779296875
161                },
162                {
163                    "action": null,
164                    "endOffset": 299.4653015136719,
165                    "entries": [
166                        "Talk soon."
167                    ],
168                    "isFollowup": false,
169                    "mentionId": 1,
170                    "momentOffset": 294.9100036621094,
171                    "needsAttention": false,
172                    "sequences": [
173                        53
174                    ],
175                    "speakerId": "Speaker 2",
176                    "speakerRole": null,
177                    "startOffset": 289.9100036621094
178                }
179            ]
180        }
181    ]
182}

For more information about this action, see Flow Core Actions: Get Conversation Intelligence and Get Conversation Intelligence Invocable Action in Salesforce Help.