AI Conversation Summaries Salesforce Sync

Our Salesforce integration leverages AvoAI to create short conversation summaries, giving your Salesforce a quick summary of the most recent conversation on the Salesforce Contact, Lead, Case or transcript Task.

How to enable

In order to enable AI summaries, you must activate AvoAI and have an Agent Assist bot enabled. Follow this AvoAI guide to start using AI within Avochato, or reach out to Avochato to learn more about our AI capabilities.

Next you need to enable AvoAI for the Salesforce integration.

Go to the Avochato sidebar → Integrations → Salesforce Settings

Towards the bottom of the Salesforce settings page, you’ll see AvoAI for Salesforce features. Enable the toggles for “Enable AvoAI for Salesforce Features” and “Enable AI Summaries on Conversations”

Click Save, and you’re done!

See Avochato Convo Summaries within Salesforce

The AI conversation summaries are saved in custom fields within Salesforce, either upon closing the Avochato conversation, or having the group activities setting enabled and upon the nightly job that syncs all conversation transcripts at the end of the day.

These are the standard custom fields included in our Avochato for Salesforce integration:

Avochato Convo Summary (Lead.Avochato__Summary__c) [Text Area 3000]

Avochato Convo Summary (Contact.Avochato__Summary__c) [Text Area 3000]

Avochato Convo Summary (Case.Avochato__Summary__c) [Text Area 3000]

Avochato Convo Summary (Task.Avochato__Summary__c) [Text 255]

Adding Summary fields to the Salesforce UI

In order to see these summary fields within your Salesforce records, you need to add them to the Salesforce UI.

via Page Layouts

Here’s a quick step-by-step guide to add the Avochato Convo Summary field to a Contact page layout:

Navigate to Object Manager:

Click on the 'Gear' icon at the top right corner and select 'Setup'.

In the 'Setup' menu, find and click on 'Object Manager'.

Select Contact Object:

In the 'Object Manager', find and select 'Contact'.

Go to Page Layouts:

Within the Contact object, find and click on 'Page Layouts' in the sidebar on the left.

Edit the Desired Page Layout:

You'll see a list of page layouts. Hover over the layout you want to modify and click on the 'Edit' link that appears.

Add the Custom Field to the Layout:

In the page layout editor, you'll find a section named 'Fields'. This contains all the fields that are available to add to your page layout.

Find the Avochato Convo Summary field in the list. You can drag and drop this field onto your layout. Place it in the desired section on your Contact page.

Save Your Changes:

After you've placed the Avochato Convo Summary field where you want it, click the 'Save' button at the top of the page layout editor.

Test the Changes:

Navigate to a contact record to ensure that the Avochato Convo Summary field appears as expected.

via Dynamic Forms

You can also use Lightning Dynamic Form builder to add the summary fields directly to the Lightning page. Follow these steps:

Open the Record Page:

Open any Contact record.

Click on the 'Gear' icon at the top right corner and select 'Edit Page'. This will open the Lightning App Builder.

Locate the Fields Section:

In the Lightning App Builder, you should see the default components on the page. Look for the 'Fields' or 'Record Detail' section, which is where the standard fields are usually placed.

Replace Record Detail with Dynamic Forms (If not already done):

If you're still using the standard 'Record Detail' component, it's time to switch to Dynamic Forms for more flexibility.

Click on the 'Record Detail' component, and in the right-side panel, you should see an option to 'Upgrade Now'. Click it, and follow the prompt to switch to Dynamic Forms.

If you already have Dynamic Forms enabled, you'll see 'Field Section' components instead.

Add the Custom Field:

In the Lightning App Builder, click on the '+ Component' on the left sidebar.

Drag the 'Field Section' component to the desired location on your page.

Once placed, click on the new 'Field Section'. In the right-side panel, you'll see 'Field' options.

Click on 'Add Field' and a list of available fields will appear.

Find and select Avochato Convo Summary. Click 'Add' to include it in the section.

Configure Field Properties:

With the field added, you can click on it to set properties such as making it required, read-only, or visible only under certain conditions.

Save and Activate:

Once you're done adding and configuring the Avochato Convo Summary field, click 'Save' in the upper right corner.

After saving, you'll need to activate the page. Click 'Activate' and follow the prompts to set the page as the default for the desired profiles or apps.

Test Your Changes:

Navigate to a contact record to ensure the Avochato Convo Summary field appears as expected and that the page looks and behaves as intended.

Considerations & Limitations

Currently only the Contact, Lead, Case and Tasks objects are supported for AI conversation summaries.

The AI summaries are saved to Salesforce only:

Upon closing the Avochato conversation, or

Having the group activities setting enabled and upon the nightly job that syncs all conversation transcripts at the end of the day.

Using AvoAI for Salesforce features will use additional Salesforce API callouts. Consider your conversation volume before enabling.

Once AvoAI is out of beta, using AvoAI for Salesforce AI summaries may start consuming your Avochato balance. Please consider the anticipated conversations per week or month before enabling the AvoAI for Salesforce features.