A sales team wants Conversation Intelligence to transcribe their sales calls, surface keywords, and generate call summaries. Reps place all of their sales calls through Microsoft Teams. After an administrator enables Conversation Intelligence, no call insights appear for any call the reps have made. What is the most likely missing piece of configuration?

The correct answer is the Teams call recording and consent configuration. Conversation Intelligence generates transcripts, keyword detection, and summaries by analyzing the audio of recorded calls; if call recording and the associated consent have not been enabled for the Teams calling flow, there is no audio for the feature to process, and no insights of any kind can be produced regardless of how the feature itself is configured on the Dynamics 365 side. The reps not being added as followers on the opportunity records associated with their calls is incorrect because record following controls notifications about changes to a record, not whether call audio is captured or analyzed, so it has no bearing on whether insights are generated. The default Conversation Intelligence dashboard not being shared with the sales team is incorrect because failing to share a dashboard would only prevent people from viewing existing insights in that particular view; it would not explain why insights fail to appear anywhere at all, including directly on the call and opportunity records. The opportunity records tied to the calls missing an estimated close date is incorrect because an estimated close date is a forecasting and pipeline field with no role in whether Conversation Intelligence can transcribe and analyze a call. The root cause has to be upstream, at the point where audio is captured, which is exactly what recording and consent control.