Conversation Capture

What does Goldie Conversation Capture do?

Goldie considers customer related emails, events and meeting summaries to be "conversations" and syncs these to the related account, contact, opportunity and lead records if possible. This is useful if you want to have everything that was discussed with a customer in one central place - in Salesforce's activity history. Goldie Conversation Capture also powers a number of other Goldie features such as Auto-Contact Creation feature and Goldie's Conversation Q&A.

Conversation Capture can do the following:

1. Sync emails from Google Workspace (GWS) or Microsoft Exchange (Office 365) to Salesforce.

2. Sync calendar events and the invitee's RSVP status from Google Workspace (GWS) or Microsoft Exchange (Office 365) to Salesforce.

3. Sync meeting summaries from Zoom to Salesforce.

What's unique about Goldie Conversation Capture?

Goldie Conversation Capture is designed to give you a more comprehensive and more privacy preserving activity sync than any other solution on the market.

• OAuth or IMAP Required: Unlike any other product, it does not require individual users or admins to grant a 3rd party OAuth or IMAP access to your email/calendar provider. Therefore it guarantees continuity, and eliminates the security/privacy risks that come with exposing all your emails and all your calendar events to a 3rd party. See the article Security Considerations for all details.

• No Salesforce Licenses required: Goldie Conversation Capture syncs emails and events of all your users, even if they don't have a Salesforce license. This leads to a complete conversation history.

• AI-Ready: Goldie is the only emails sync solution that stores emails in a purified and AI-ready format which is the prerequisite for Goldie's Auto-Contact Creation feature and Goldie's Conversation Q&A. This means that before storing, each email is stripped of signatures, legal disclaimers and quoted previous emails. Only the sender's actual message and their signature (from external senders) are each extracted and stored in a field respectively.

• Emails and Call Transcript Unified: While there is a multitude of "conversation insights" products on the market, conversations that happen in meetings and conversations via email are separate content silos. Goldie is the only product that creates a conversation history that combines both types of conversations, leading to a comprehensive interaction log.

How do I Set Up Conversation Capture?

Find the setup instructions here.

Where does Goldie store conversations?

Goldie stores these conversations in a custom object called "Act" (API name "absf__Act__c") and relates the Act record to the belonging account, contact, opportunity and lead record through a junction object called "Act Relation" (API name "absf__Act_Relation__c"). 

The custom objects Act and Act Relation are part of the Goldie managed package. It is not necessary to surface these objects to your users. There are a number of useful fields on both objects indicating From, To, CC, RSVP status, inbound/outbound, etc. See the Goldie Object and Field Reference for details.

What about the Standard Activity History?

In addition to storing conversations in Goldie's custom objects, you can configure Goldie to also syncing conversations to Salesforce's standard activity history (the standard objects EmailMessage and Event). This option is only recommended, if you have no other activity sync solution in place. If you do have another activity solution in place, Goldie won't interfere with the other solution.

How does Goldie capture Zoom meetings?

Goldie finds the "meeting summary email" that Zoom sends after a meeting and assigns it to the related event record it created for the meeting. There is no setup process required. Find more information in the article Logging Zoom Meeting Summaries.