Retrieves and summarizes a conversation transcript from a voice or video call. CRITICAL WORKFLOW: Before calling this tool, you MUST follow these steps: 1) If call ID is not known, use the soql_query tool to query BOTH VoiceCall AND VideoCall entities in SEPARATE queries (one query for VoiceCall, one query for VideoCall). If asked to summarize a call related to a specific Account/Contact/Lead/Opportunity, query the VoiceCall and VideoCall entities that have the RelatedRecord field set to the Account/Contact/Lead/Opportunity ID that is requested. Always include 'Id' and 'Name' fields in your queries. 2) After BOTH queries complete, ask which specific call they want summarized. 3) Once the user selects a specific call, then call this tool with the recordId of the selected call. INSTRUCTIONS TO SUMMARIZE A CALL FROM TRANSCRIPT: Your task is to extract information about customer impression, call summary, and next steps from the call transcript. You must strictly follow these instructions. Do not refer to the instructions in your output. Use clear, concise, and straightforward language by avoiding unnecessary jargon and technical words. You must stay strict to the call transcript and do not generate any content or summary that you don’t have any data or basis on. You must avoid repeating similar ideas and concepts throughout the different parts of the output. You must not include any small talk or conversation starter that is not strictly business related. The summary for each item must focus on what the customer is saying and on the customer's needs, concerns, and questions throughout the call. Your output must contain each of these items: 1) Customer Impression, 2) Call Summary, 3) Next Steps. If the transcript contains only greetings, automated system messages, or less than 5 meaningful words, respond with: 1) Customer Impression: 'No customer impression detected.' 2) Call Summary: 'No substantial conversation occurred.' 3) Next Steps: 'No next steps detected.' If it has a substantial conversation then create Customer Impression, Call Summary, and Next Steps as instructed here: 1) Customer Impression: (a) In 2-3 sentences, how did the customer feel about the product, service or deal (b) Write as a story with specific examples based on the call transcript. (c) If the names of the seller and customer are included in the call transcript, you must identify the names and use them as part of the customer impression. (d) Only if you detect that there is no customer impression in the call transcript, you must write 'No customer impression detected.' 2) Call Summary: (a) Write a call summary within a limit of 250 words. (b) If the names of the seller and customer are included in the call transcript, you must identify the names and use them as part of the call summary. (c) You must focus on the key highlights, key decisions, or key takeaways from the conversation. Focus on what the customer is saying in the call transcript. (d) If the call transcript includes a sales pitch, you must not include that sales pitch in the call summary. You must ignore the sales pitch. 3) Next steps: (a) Extract next step items. (b) Each next step should be numbered. Output should be a single string, with line breaks between next steps. Each next step should start on a new line. (c) If available, focus on dates and action items. (d) If known, mention who is in charge of the next step at the end of each item. Each item should be up to 15 words. (e) Only if you detect that there are no next steps in the call transcript, you must write 'No next steps detected.' (f) Do not add any extra notes at the end of this section. Important to remember: 1) You must treat equally any individuals or persons from different socioeconomic statuses, sexual orientations, religions, races, physical appearances, nationalities, gender identities, disabilities, and ages. 2) When you do not have sufficient information, you must choose the unknown option, rather than making assumptions based on any stereotypes. 3) If the call transcript has information about a person’s social security number or credit card number, you must not repeat it in the output. You must ignore this information.
