Configuring Einstein Conversation Insights with Vonage Premier for Service Cloud Voice

Owned by Helen Griffith
Last updated: Apr 22, 2024
2 min read

Using Vonage Premier for Service Cloud Voice, you can benefit from Einstein Conversation Insights, a Salesforce feature. 

With Salesforce’s Einstein Conversation Insights, sales and service users can see insights and trends in voice calls. For information about Einstein Conversation Insights, see Einstein Conversation Insights (Salesforce help).

For more information about Einstein Conversation Insights in Vonage Premier for Service Cloud Voice, see Einstein Conversation Insights in Vonage Premier for Service Cloud Voice.

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Update the Vonage named credential authentication

To give Einstein Conversation Insights (ECI) access to Vonage Contact Center (VCC), you must update and re-authenticate your named credentials. You must update your named credentials with the new permissions required for ECI.  To do so, perform the following steps:

  1. Go to Setup in Salesforce.
  2. On the left-hand side of the Salesforce window, in the search box, type 'named credentials'. Named Credentials appears below the search box.
  3. Click Named Credentials. The named credentials for your account appear.
  4. Alongside the named credential you are using for your call center region, click Edit. The credential appears.
  5. In Scopes, overwrite the current value with interaction-plans:read contact_world_api openid offline_access interaction-content:read.
  6. Click Save. You are redirected to a VCC page.
  7. To give your named credentials permission to access VCC, make sure that all the required settings are switched on. Click Yes, Allow. You are returned to your named credential in Salesforce.
  8. Verify that Authentication Status in your named credential is 'Authenticated'. If this is not the case, contact Vonage support for help.

Set Up Einstein Conversation Insights

For information on setting up and configuring ECI, see Set Up Einstein Conversation Insights (Salesforce help).

Enable Einstein Conversation Insights for your region

You must enable Vonage Premier for Service Cloud Voice with ECI. To do so, perform the following steps:

  1. Go to Setup in Salesforce.
  2. On the left-hand side of the Salesforce window, in the search box, type 'einstein conversation insights'. Einstein Conversation Insights appears below the search box.
  3. Click General Settings. The ECI general settings for your account appear.
  4. Expand the section Connect a Voice Recording Provider.
  5. Alongside the Vonage entry for your region, slide the slider to On.
Support and documentation feedback

For general assistance, please contact Customer Support.

For help using this documentation, please send an email to docs_feedback@vonage.com. We're happy to hear from you. Your contribution helps everyone at Vonage! Please include the name of the page in your email.