CallCoachingMediaProvider Metadata Type in SFDX

Architectural Overview#

Einstein Conversation Insights (ECI) transcribes and analyzes sales and service voice/video calls to surface keyword mentions, competitor tracking, objection handling, and generative AI call summaries. To ingest call recordings from external CTI or unified communications platforms (such as Dialpad, RingCentral, Aircall, Zoom, or a custom enterprise PBX), the external provider must be registered in Salesforce via the CallCoachingMediaProvider metadata type.

Architecturally, CallCoachingMediaProvider establishes the trusted media source identity (providerName) and activation state (isActive). When an external recording connector pushes call metadata and audio streams to the Salesforce /connect/voice-calls REST API, it authenticates via a ConnectedApp and references the registered CallCoachingMediaProvider so ECI knows which provider pipeline owns the VoiceCall record.

SFDX Directory & File Suffix#

Key Metadata Fields#

The CallCoachingMediaProvider metadata type exposes the following declarative XML fields:

Declarative XML & package.xml Examples#

SFDX Source File Example#

<?xml version="1.0" encoding="UTF-8"?>
<CallCoachingMediaProvider xmlns="http://soap.sforce.com/2006/04/metadata">
    <isActive>true</isActive>
    <providerDescription>Enterprise SIP trunk recording connector for Einstein Conversation Insights.</providerDescription>
    <providerName>Enterprise_SIP_Recorder</providerName>
</CallCoachingMediaProvider>

Package Manifest (package.xml)#

<?xml version="1.0" encoding="UTF-8"?>
<Package xmlns="http://soap.sforce.com/2006/04/metadata">
    <types>
        <members>Enterprise_SIP_Recorder</members>
        <name>CallCoachingMediaProvider</name>
    </types>
    <version>68.0</version>
</Package>

Querying via SOQL & SFDX CLI#

You can query registered media providers at runtime using SOQL:

SELECT Id, ProviderName, ProviderDescription, IsActive, CreatedDate
FROM CallCoachingMediaProvider
ORDER BY ProviderName ASC

Retrieve and deploy CallCoachingMediaProvider metadata using Salesforce CLI:

# Retrieve all CallCoachingMediaProvider definitions
sf project retrieve start --metadata CallCoachingMediaProvider

# Deploy a specific CallCoachingMediaProvider
sf project deploy start --metadata CallCoachingMediaProvider:Enterprise_SIP_Recorder

Senior Architect Best Practices & Gotchas#

• Exact providerName Matching in Connect API: When your middleware calls the /services/data/v68.0/connect/voice-calls API to upload call metadata, the mediaProviderName or associated Connected App configuration must align with an active CallCoachingMediaProvider (isActive = true), or the API rejects the payload.
• Permission Set Requirements for Users: Even after deploying and activating a CallCoachingMediaProvider, call recordings will only be ingested for users who hold the Einstein Conversation Insights PermissionSet (CallCoachingUser / ConversationInsightsIntegrationUser).
• Deactivating vs. Deleting: You cannot delete a CallCoachingMediaProvider that is already referenced by historical VoiceCall records. Set <isActive>false</isActive> to decommission an old telephony provider while preserving historical call transcripts.

Frequently asked questions

What is CallCoachingMediaProvider used for in Salesforce?

It registers an external telephony or video recording connector with Einstein Conversation Insights so Salesforce can ingest, transcribe, and analyze voice and video calls.

Where are CallCoachingMediaProvider files stored in SFDX source format?

They are stored in the force-app/main/default/callCoachingMediaProviders/ directory with the .callCoachingMediaProvider-meta.xml extension.

Why is the metadata type named CallCoachingMediaProvider?

Einstein Conversation Insights was originally built under the High Velocity Sales Call Coaching architecture, so its underlying Metadata API and SObject names retain the CallCoaching prefix.

Can I query active CallCoachingMediaProvider records via SOQL?

Yes, you can query CallCoachingMediaProvider in SOQL to inspect ProviderName, ProviderDescription, and IsActive status.