Setting a Parent Call Account Type Preference

To define how the Voice Agent handles multiple matching accounts, admins can set a Parent Call Account Type Preference in AI Settings:

1. Navigate to Business Admin > Objects > ai_settings__v.
2. Set the Parent Call Account Type Preference setting to one of the following values, to define how the Voice Agent handles multiple matching accounts:
   • Prefer Business Account Parent Calls – Only displays matching Business Accounts as Suggested Accounts; Person Accounts are still available for selection
   • Prefer Person Account Parent Calls – Only displays matching Person Accounts as Suggested Accounts; Business Accounts are still available for selection
   • Enforce Business Account Parent Calls – Restricts call account selection to Business Accounts only. The Voice Agent does not consider other types of accounts when selecting a primary account for the call, and users can only search for and select Business Accounts as the call account.
   • Enforce Person Account Parent Calls – Restricts call account selection to Person Accounts only. The Voice Agent does not consider other types of accounts when setting a primary account for the call, and users can only search for and select Person Accounts as the call account.

If a value is not selected, all matching accounts display as Suggested Accounts. Users can search and select any in-territory account for which they have access.

Providing Key Message Context for the Voice Agent

To provide additional Key Message context, admins can populate AI Description and AI Synonym fields on Key Message records. This is optional, especially in cases where the Name field on the Key Message clearly relates to Key Message content.

For example, if a Key Message name contains an organization-specific acronym, this should be explained in the AI Description field. Industry-wide acronyms and abbreviations do not need to be explained.

To provide additional context:

1. Navigate to Admin > Configuration > Objects > key_message__v > Layouts.
2. Place the ai_description__v and ai_synonym__v fields on the appropriate key_message__v layouts.
3. Navigate to Business Admin > Objects > key_message__v.
4. Populate the following fields on the appropriate key_message__v records:
• ai_description__v – A plain-language description that provides the Voice Agent with context to interpret Key Messages
• ai_synonym__v – A comma-delimited list of alternate terms or phrases that help the Voice Agent match the user’s spoken words to the correct Key Message record

Users can access the Voice Agent using multiple methods: hands-free access with Siri, long-pressing the AI icon in Vault CRM, or selecting a dictation option from the My Notes tab header.

Using Siri to Start Dictation

To start dictating using Siri, activate the Voice Agent using one of the following methods:

• Say, ‘Hey Siri ‘, followed by a Vault CRM-specific command
• Long press the iPhone's power button, then speak or type a specific Vault CRM command
• Select a Vault CRM-specific prompt from iOS Shortcuts or iOS Suggestions

Once activated, clearly speak one of the following commands, using the label of the call2__v object in Vault CRM:

• Create a Call in Vault CRM
• Add a Call in Vault CRM
• New Call in Vault CRM
• Record a Call in Vault CRM

Siri recognizes these phrases in any of Vault CRM's Supported Languages.

Using Siri to start dictation is not supported when:

• Creating or editing records, from any object
• Capturing signatures
• Presenting CLM or managing CLM presentations
• Using Go Online from Vault CRM
• Autosync is in progress
• A Voice Note is already open for recording
• A popover or modal requiring dismissal is open—for example, the My Schedule filter modal

If users attempt to start dictation from an unsupported page, Siri alerts the user with the following message: 'There are unsaved changes in Vault CRM. Save your work and try again.'

Using the AI Icon to Start Dictation

Dictating from the My Notes Tab

To start dictating from the My Notes tab:

1. Navigate to My Notes.
2. Select the Plus (+) icon.
   
   
3. Select the Dictate Call option.

Working Offline with the Voice Agent

Although recording and transcription occur locally on the user's device using native iOS capabilities, an internet connection is required to generate a call report from a Call Voice Note. If an internet connection is not available when a user selects Create Call, a Connection Issue alert displays. In these instances, users can instead select Save for Later to store the audio and transcript on the device.

Saved Call Voice Notes awaiting AI processing display in My Schedule as red-striped entries. Once a connection is restored, users can open the entry and select Create Call to initiate the AI conversion, which sends the transcribed text to the cloud-based AI Orchestration Layer for processing. For more information, see Accessing Saved Call Voice Notes from My Schedule.

Call Voice Notes are strictly device-bound; they do not sync to the browser or other devices and remain only on the device where they were captured. These notes persist through database refreshes but are permanently deleted once the final call report is submitted or the note is manually discarded.

Capturing the Account

The Voice Agent identifies the primary account for the call report based on where the user initiates the process and the content of the Call Voice Note. The following call information is defaulted based on the account:

• Address
• Call Object Type
• Location, if a Business Account is not already identified from the Call Voice Note
• Pre-Call Notes, if applicable
• Territory

The appropriate account is automatically populated on the call report when users initiate the Voice Agent from one of the following account-specific entry points:

• Account Detail pages
• Address Detail pages
• Call Reports, in View mode

When users initiate the Voice Agent from one of the other entry points, not specific to an account, the Voice Agent attempts to identify account names from the Call Voice Note text:

• Single Match - If only one account matches the name mentioned, it is automatically populated
• No Match - If a matching account is not found, the account search modal displays, allowing the user to search and select an account
• Multiple Matches - If there are multiple potential matches, the Voice Agent suggests accounts

Parent Call Account Type Preference

When the Voice Agent identifies multiple accounts from the Call Voice Note, the value selected for the Parent Call Account Type Preference setting can help determine which accounts are selected:

• Default (No Preference) - If multiple matches are found, all matching accounts display as Suggested Accounts. Users can search and select any in-territory account for which they have access.
• Prefer Business Account or Prefer Person Account - When the Parent Call Account Type setting is populated with either of these values, the preferred account type is prioritized without blocking others. If both a Business Account and a Person Account match the account named in the Call Voice Note, the type preferred based on the setting is automatically selected.
• Enforce Business Account or Enforce Person Account - These settings strictly limit selection to one type:
• Only accounts of the enforced type are considered
• If the Voice Agent identifies a non-enforced type (for example, a Person Account when the setting value is Enforce Business Account), it is not considered
• Only accounts matching the enforced type can be selected, or displayed as suggestions for available accounts

Accounts are not pre-filtered based on Restricting Calls by Account or Restricting Calls by Account Object Type. If a restricted account is selected (either automatically or by the user), an error message displays and users are returned to the account selector to choose a valid, non-restricted account.

Capturing Call Attendees

If the Voice Agent identifies multiple matching Person Account names in a Call Voice Note, those Person Accounts are automatically added as call attendees. This applies to calls against Business Accounts or Person Account calls where the Person Account Attendees attribute is enabled. Automatically adding attendees is most successful when Parent Call Account Type Preference is enabled, and when users initiate the Call Voice Note from an account-specific entry point.

When the Voice Agent identifies potential attendees but cannot confirm a unique match, users are prompted to reconcile them via the Attendees modal. Attendees identified by the Voice Agent or selected by the user display in the lower half of the modal.

Within the modal, users can perform the following actions:

• Match a potential attendee - Select the Select button to open the account search modal and choose a specific attendee. Suggested Attendees display first, followed by a list of all possible attendees.
• Replace an attendee - Select Replace to open the account search modal and swap an identified attendee for a different account
• Remove an attendee - Select the Remove icon from the attendee’s row. Note that removed attendee information is not retained; if users want to re-add the attendee, they must do so manually after call creation.

Once the list is accurate, select Done to continue transposing the Call Voice Note into a call report.

Selecting Cancel discards all attendee selections and primary account selections.

Capturing the Call Location

For calls against a Person Account where Call Location is enabled, the Voice Agent scans the Call Voice Note for mentions of a Business Account. If the agent identifies a Business Account that is a valid affiliation or a parent account of the primary Person Account on the call, that Business Account is automatically set as the Call Location.

If the Voice Agent does not identify a matching Business Account in the Call Voice Note, the Location is populated based on the primary account's default address information. If a defaulted location is not available or changes are needed, users can update the Location field on the call report as usual.

When Detail Groups are configured, the appropriate Detail Product-Detail Group combination is identified and captured on the call report:

• If a product belongs to only one Detail Group, the Detail Product-Detail Group combination is captured on the call report regardless of whether the user mentioned the product’s Detail Group
• If a product belongs to multiple Detail Groups and the user mentions a specific group, the Detail Product-Detail Group combination is captured on the call report as specified

When there are multiple Detail Groups for a product, the user must specify a group. If a product belongs to multiple Detail Groups and the user does not specify a group, the product is not added to the call report.

The Voice Agent intelligently identifies Detail Groups, using semantic recognition to map natural language phrases to specific Detail Groups. For example, a user can say 'Cholecap for heart health' or 'Cholecap for Cardiology' and the Voice Agent correctly identifies and records the same Detail Product-Detail Group combination, ensuring data consistency.

Capturing Key Messages

Key Messages are automatically populated on the call report, if identified in the Call Voice Note. The Voice Agent uses a multi-layered approach to ensure only relevant Key Messages are added:

• Product Context – The Voice Agent first identifies the Products and Detail Groups discussed. It then searches for Key Messages associated with those specific Products and Detail Groups. General Key Messages (those not tied to a specific product) are also considered.
• If a product is blocked due to Restricted or Allowed Product settings, neither the product nor its related Key Messages are added to the call report
• Language Matching and Sharing – The Voice Agent only considers Key Messages that match the user’s language setting and that the user has at least Read access for
• Segmentation - If a Key Message is targeted to specific account segments, the Voice Agent only adds Key Messages where the account on the call report belongs to a matching segment
• AI Fields - The Voice Agent leverages two admin-populated, AI-specific fields on the Key Message (key_message__v) object for additional context:
• AI Description (ai_description__v) - Provides plain-language context for Key Messages
• AI Synonyms (ai_synonym__v) - Help match the user’s spoken words to the correct Key Message

Key Message Reactions

The Voice Agent identifies the account’s reaction to Key Messages based on information captured in the Call Voice Note:

• If the agent finds a confident match to the active Reaction values for the Key Message, the Reaction is automatically populated
• When Custom Reactions are enabled, the Voice Agent captures any identifiable Custom Reactions for the Key Message. If a Custom Reaction is not identified, a matching standard Reaction may be used.
• If a clear Reaction or Custom Reaction is not identified, the Reaction field remains blank

Key Message Vehicles

The Voice Agent identifies the Vehicle (delivery method) used to convey the Key Message if specified in the Call Voice Note:

• If the agent finds a confident match to the active Vehicle picklist values for the Key Message, the Vehicle is automatically populated
• When Custom Vehicles are enabled, the Voice Agent captures any identifiable Custom Vehicles for the Key Message. If a Custom Vehicle is not identified, a matching standard Vehicle may be used.
• If a clear Vehicle or Custom Vehicle is not identified, the Vehicle field remains blank (it does not default to Other)

Key Message vehicles are not supported on the iPhone platform.