Using AvoAI for Salesforce (Data Digest and Summarization)
AI Summary collects and summarizes important contact data from Salesforce
Avochato offers a number of AI features crafted specifically for the Salesforce integration. The guide below shows you how to enable these features, what they do, and how to customize them.
Enable AvoAI for Salesforce
Towards the bottom of the Salesforce Settings page, you’ll see our AvoAI for Salesforce features. Click on the toggle to generally enable AvoAI to work with your Salesforce integration:
AI Contact Digests
The Salesforce AI Data Digest is a feature in Avochato that enriches customer interactions by supplying Avochato users and AvoAI Agents with detailed Salesforce contact data. This enables agents and AI assistants to provide more informed, contextual responses, ultimately enabling more informed and personalized conversations.
Toggle the feature on and save the settings to enable it:
Configuration and Use
The Salesforce Data Digest extracts critical data from Salesforce records associated with Avochato Contacts (typically Salesforce Leads or Contacts), including related records like Opportunities, Cases, and Activities.
Contact Digest Timing
By default, this data digest runs itself upon every inbound conversation. If you’d to adjust that behavior, you have the following choices:
- (Default) For all conversations, when the ticket status changes to "New" or "Open" following an inbound message
- Just for inbound conversations to AI Agent-owned tickets
- Just for inbound conversations to Human-owned tickets
- Only when manually clicking the “Generate” digest button within the Contact pageYou can adjust the Contact Digest Timing to run
Custom Contact Digest Prompt
This data is then distilled into a digest based on a default prompt with two main sections:
- Highlights: A summary of the most important and noteworthy information about the contact.
- Future Intent: Suggests follow-up actions based on contact preferences or behaviors.
To customize the prompt: You can click the “Use Default Prompt” and then update the text as you’d like, specifically for your use case, with sections and bullet points of your choosing:
Contact Digest Locations and Uses
AvoAI Agents
The summary becomes part of the "Contact Data" available to AvoAI Agents, allowing them to provide more intelligent and context-aware responses.
Avochato Contact Page
Users can view the Salesforce AI Data Summary in a dedicated section on the right side of the Avochato Contact Page. This allows agents to quickly reference important customer information during interactions.
Summarize Conversations
Toggle on Summarize Conversations to get a nice summary of the conversation synced over to your Salesforce related record. This keeps the most recent ticket summary and can be used in Salesforce Reports
For more information or assistance with the Salesforce AI Data Digest, please contact Avochato support.