EngagementInsightType

Represents the configuration for engagement insight types for voice and video call insights.

Where possible, we changed noninclusive terms to align with our company value of Equality. We maintained certain terms to avoid any effect on customer implementations.

Important

Version 

Introduced in API version 65.0.

Supported SOAP API Calls 

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

Supported REST API Methods 

GET, HEAD, PATCH, POST, Query

Fields 

ActivatedDateTime 

• Type: datetime

• Required: No

• Properties: Create, Filter, Nillable, Sort, Update

• Description: The timestamp when the insight type was activated.

AdditionalConfig 

• Type: textarea

• Required: No

• Properties: Create, Nillable, Update

• Description: The additional configuration information specific to the insight type. For example, timing configurations for time-based insights and prompt-based configurations for generative insights.

Category 

• Type: picklist

• Required: No

• Properties: Create, Defaulted on create, Filter, Group, Restricted picklist, Sort, Update

• Description: Required. The category of the insight type.

The default value is CUSTOM.

• Possible values:

  • CUSTOM — Custom (default) — Custom insights are created by the admin.

  • SYSTEM — System — System insights are provided out-of-the-box by Salesforce.

• Default value: CUSTOM

ChannelType 

• Type: picklist

• Required: No

• Properties: Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort, Update

• Description: The engagement channel used to generate the insight.

The default value is VoiceCalls.

• Possible values:

  • VoiceCalls — VoiceCalls (default)

  • Emails — Emails

  • VideoCalls — VideoCalls

• Default value: VoiceCalls

Description 

• Type: textarea

• Required: No

• Properties: Create, Nillable, Update

• Description: The description of the insight type.

DeveloperName 

• Type: string

• Required: No

• Properties: Create, Filter, Group, Sort, Update

• Description: Required. The unique name for the EngagementInsightType object.

ExternalIdentifier 

• Type: string

• Required: No

• Properties: Create, Filter, Group, Nillable, Sort, Update

• Description: The ID generated for each insight type.

InsightModel 

• Type: picklist

• Required: No

• Properties: Create, Defaulted on create, Filter, Group, Restricted picklist, Sort, Update

• Description: Required. The computational model that the user selects to generate the insight.

The default value is KEYWORD.

• Possible values:

  • KEYWORD — Keyword (default)

  • SITUATIONAL — Situational

  • GENERATIVE — Generative

  • TIME_BASED — Time-Based

  • FOUNDATIONAL — Foundational

  • FOUNDTIONAL — FOUNDTIONAL — Foundational

• Default value: KEYWORD

InsightName 

• Type: string

• Required: No

• Properties: Create, Filter, Group, Sort, Update

• Description: Required. The name of the insight.

Language 

• Type: picklist

• Required: No

• Properties: Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort, Update

• Description: The language used in the insight type.

• Possible values:

  • en_US — English

  • de — German

  • es — Spanish

  • fr — French

  • it — Italian

  • ja — Japanese

  • sv — Swedish

  • ko — Korean

  • zh_TW — Chinese (Traditional)

  • zh_CN — Chinese (Simplified)

  • pt_BR — Portuguese (Brazil)

  • nl_NL — Dutch

  • da — Danish

  • th — Thai

  • fi — Finnish

  • ru — Russian

  • es_MX — Spanish (Mexico)

  • no — Norwegian

MasterLabel 

• Type: string

• Required: No

• Properties: Create, Filter, Group, Sort, Update

• Description: Required. Label for the insight type.

SpeakerType 

• Type: picklist

• Required: No

• Properties: Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort, Update

• Description: Specifies if the participant is internal (internal rep), external (customer), or either (not sure). It indicates the ‘Said by’ field in the UI.

The default value is INTERNAL.

• Possible values:

  • INTERNAL — Internal (default)

  • EXTERNAL — External

  • EITHER — Either

  • NONE — None

• Default value: INTERNAL

Status 

• Type: picklist

• Required: No

• Properties: Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort, Update

• Description: The status of the insight type.

The default value is ENABLED.

• Possible values:

  • ENABLED — Enabled (default)

  • USER_DISABLED — UserDisabled

• Default value: ENABLED

SupportedLanguageList 

• Type: string

• Required: No

• Properties: Create, Filter, Group, Nillable, Sort, Update

• Description: The list of languages supported for the insight type.

UsageType 

• Type: picklist

• Required: No

• Properties: Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort, Update

• Description: The industry where the insight type is applicable.

The default value is SALES.

• Possible values:

  • SALES — Sales (default)

  • SERVICE — Service

  • SALES_SERVICE — Both

• Default value: SALES