Enabling Notetaker

Some of the functionality described in this article is available as part of our Fiano release and will not be available if your Practifi instance is not upgraded to this release. 

Please note: For Notetaker to successfully join Microsoft Teams meetings, your organization's Teams admin must ensure the Anonymous users can join a meeting setting is enabled. If this policy is disabled, the Notetaker bot will be unable to join or wait in meeting lobbies. Please verify this setting with your IT admin before enabling Notetaker for Teams meetings. For more information, see this Microsoft documentation.

Overview

Notetaker is an intelligent meeting assistant that transcribes and summarizes your firm's video conferences and suggests relevant follow-up actions. This article guides Practifi Administrators through the enablement process, from initial configuration to user deployment.

For users to access Notetaker, Practifi Administrators must assign appropriate permissions and license types. Admins can also customize the Notetaker Bot and adjust Notetaker settings. If your organization uses Microsoft Outlook, you can also enable calendar synchronization so Notetaker can automatically join meetings.

Please note: Notetaker is a part of our Practifi Intelligence add-on. To request access to this feature, please reach out to your Client Success Manager or Practifi contact. Enabling Notetaker requires signing additional data processing agreements due to our AI provider partnership.

• Microsoft Outlook Integration
  • Create an Auth. Provider
  • Edit the Practifi Notetaker Service Named Credential
  • Edit the Practifi Notetaker Named Credential Permission Set
  • Schedule Sync Jobs
  • Additional User Configuration
  • Calendar Authentication
• Managing Calendar Connections
  • Accessing the Manage Calendars Tab
  • Disconnecting a Calendar Connection
  • Permissions and Requirements
• Add the Meetings App Page
• Permissions and Licenses
  • Understanding Notetaker Permissions
  • Assigning Licenses and Permissions
• Notetaker Settings
• Notetaker Bot Configuration
  • Default Bot
  • Division-Specific Bots
• Topic Categories
• Troubleshooting
  • Unauthenticated Credentials
  • Calendar Not Syncing
  • Authentication Failures

Microsoft Outlook Integration

If your firm uses Microsoft Outlook, you can integrate Notetaker with Microsoft, enabling team members to grant Notetaker access to their personal calendars. This allows Notetaker to join, transcribe, and summarize meetings automatically. Before users can connect their calendars, a Practifi Administrator must follow the steps below to grant your Practifi organization access to Microsoft.

Please note: If your firm does not use Microsoft Outlook, Notetaker cannot automatically join meetings. Users can invite the Notetaker to join events from the Meetings page in Practifi using the meeting URL.

Prerequisites

To proceed with this enablement, you need the following:

• Access to Salesforce Setup
• Microsoft Outlook calendar access and permissions to authenticate

Create an Auth. Provider

To create an Auth. Provider:

1. Open Salesforce Setup by selecting the gear icon in the upper right-hand corner and selecting Setup from the drop-down menu.

   

2. From Setup, use the Quick Find box to search for and select Auth. Providers.

   

3. On the Auth. Providers page, click the New button.

   

4. Click the Provider Type drop-down and select RecallMicrosoftOAuthProvider.

   

5. Make the following selections:
   • Provider Type: RecallMicrosoftOAuthProvider
   • Name: Practifi Notetaker
   • URL Suffix: Practifi_Notetaker
   • Consumer Key: Check with Practifi Support or Microsoft Admin
   • Consumer Secret: Check with Practifi Support or Microsoft Admin
   • Redirect URL: https://mssyncauthus01.onpractifi.com/api/authentication
   • Tenant Id: common
   • Execute As: Click the magnifying glass icon and select a System Administrator user

   • Please note: The Execute As user must have the Notetaker permission and Relationship + Meeting Intelligence license assigned.

6. Click Save.

   

Edit the Practifi Notetaker Service Named Credential

Next, you'll edit the Practifi Notetaker Service named credential. If this named credential has not been added to your Practifi organization, contact Practifi Support.

1. From Salesforce Setup, use the Quick Find search to search for and select Named Credentials.

   

2. On the Named Credentials page, click the caret to the right of the Practifi Notetaker Service named credential and select Edit.

   

3. On the edit screen, confirm the following selections:
   • Label: Practifi Notetaker Service
   • Name: Practifi_Notetaker
   • URL: https://services.practifi.com/v1/recall
   • Identity Type: Per User
   • Authentication Protocol: OAuth 2.0
   • Authentication Provider: Practifi Notetaker
   • Start Authentication Flow on Save: Unchecked

4. Scroll down and click Save.

   

Please note: The Start Authentication Flow box should be unchecked because authentication will be handled per-user during calendar authorization.

Edit the Practifi Notetaker Named Credential Permission Set

Next, enable access to the Practifi Notetaker Service named credential in a local permission set. If the Practifi - Notetaker Named Credential permission set has not been added in your Practifi organization, reach out to Practifi Support.

1. From Salesforce Setup, use the Quick Find box to search for and select Permission Sets.

   

2. On the Permission Sets page, click the P shortcut at the top of the list view to filter by name.

   

3. Scroll down and select the Practifi Notetaker - Named Credential permission set.

   

4. On the Practifi - Notetaker Named Credential screen, select Named Credential Access.

   

5. Click the Edit button at the top of the Named Credential Access section.

   

6. Select the Practifi_Notetaker named credential in the Available Named Credentials list and click the Add arrow button to add it to the Enabled Named Credentials list.

   

7. Click Save.

   

Schedule Sync Jobs

Scheduled Jobs will run to keep users' calendars up to date. Practifi Administrators can enable these scheduled jobs from the Intelligence Features page in the Settings app. Once scheduled, these jobs run every 10 minutes to ensure timely updates.

1. Click the App Launcher and select the Settings app.

   

2. From the Settings app, click the Navigation menu and select Intelligence Features.

   

3. On the Intelligence Features page, select the Notetaker tab.

   

4. In the Calendar Sync section, click the Start Scheduler button to automatically enable the scheduled jobs.

   

5. A success message appears. The button turns red and displays Stop Scheduler.

Additional User Configuration

Please note: The following steps are required if a user's Salesforce email is different from their Outlook email address.

If a user's Salesforce email differs from their Outlook email, the Notetaker Calendar Account field must be populated with the user's Outlook email address before Authentication Setup.

To make this change to a User record:

1. Open Salesforce Setup by selecting the gear icon in the upper right-hand corner and selecting Setup from the drop-down menu.
2. From Salesforce Setup, use the Quick Find box to search for and select Users.

3. Select the Edit button for the user whose Salesforce email differs from their Microsoft email address. 

   

4. Enter the Microsoft email address in the Notetaker Calendar Account field. 

   

5. Click Save.

Calendar Authentication

Once the above steps are complete, users in your organization can authenticate their Outlook calendars in their personal settings. Practifi Administrators cannot perform this step on a user's behalf unless they have the user's login credentials. 

For instructions on authenticating a personal calendar, see our article on Using Notetaker.

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Managing Calendar Connections

Please note: The Manage Calendars feature is available only to administrators. If you need to disconnect your own calendar connection, contact your Practifi Administrator.

Administrators can view and manage all Notetaker calendar connections for users in their organization through the Manage Calendars interface. This centralized management tool helps troubleshoot calendar connection issues and ensure proper calendar synchronization.

Accessing the Manage Calendars Tab

To access the Manage Calendars interface:

1. Click the App Launcher and select the Settings app.
2. Click the caret next to the Navigation menu and select Intelligence Features.
3. Click the Notetaker tab.
4. Select the Manage Calendars tab.

The Manage Calendars interface displays a table with all active calendar connections in your organization, showing:

• User name
• Connected calendar account (email address)
• Calendar ID
• Disconnect action button

Disconnecting a Calendar Connection

Administrators may need to disconnect a user's calendar connection in the following situations:

• Troubleshooting calendar connection issues
• A user changes their email account
• A user needs to connect a different calendar
• A user departs from the organization or no longer requires the Notetaker feature

To disconnect a calendar connection:

1. From the Manage Calendars tab, locate the user's calendar connection in the table.
2. Click the Disconnect button next to the user's calendar entry.
3. A confirmation message appears, explaining that the user will need to re-authenticate their calendar connection to continue using Notetaker.
4. Click Confirm to disconnect the calendar.

Important: Always Use the Disconnect Button

Administrators must use the Disconnect button (Intelligence Settings > Notetaker > Manage Calendars) to properly disconnect calendar connections. This ensures the calendar ID is removed from both the User record and the Recall calendar system.

Do not manually delete Named Credentials or Notetaker Calendar Accounts, as these methods do not fully disconnect the calendar from Recall and can cause synchronization issues.

Please note: Disconnecting a calendar removes the Recall Calendar ID from the user record and prevents the Calendar ID from being incorrectly reused by other users. After disconnecting, the affected user must re-authenticate their calendar connection following the steps in the Using Notetaker article to continue using Notetaker.

Permissions and Requirements

To access and use the Manage Calendars feature, administrators must have:

• The Practifi - Intelligence Settings - Administrator permission set
• Access to Notetaker settings

Please note: End users cannot access the Manage Calendars tab. If a user needs their calendar connection disconnected, they should contact their Practifi Administrator.

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Add the Meetings App Page

On the Meetings page, users can view meeting summaries and manually start meetings. Practifi Administrators must manually add this page to every app where they want it to appear in the Navigation menu.

To add the Meetings page to a Practifi app:

1. Open Salesforce Setup by selecting the gear icon in the upper right-hand corner and selecting Setup from the drop-down menu.

   

2. From Setup, use the Quick Find box to search for and select App Manager.

   

3. On the Lightning Experience App Manager page, click the caret on the far right of the Advisor row, then select Edit. The Lightning App Builder opens.

   

4. In the Lightning App Builder, click the Navigation Items tab.

   

5. On the Navigation Items page, search for and select Meetings, then click the right arrow button to add it to the Selected Items list.

6. Optionally, select the Meetings item and use the up arrow to move it higher in the Selected Items list.

   • Please note: The Navigation menu displays only the first 16 items. This means adding the Meetings item might push another item out of the menu.

   

7. Click the Back arrow to exit the Lightning App Builder.
8. Repeat steps 3–8 for any other app where you want the Meetings navigation item to appear.

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Permissions and Licenses

Understanding Notetaker Permissions

There are two permission levels for Notetaker: Notetaker and Meetings Digest.

The Notetaker permission allows a user to access the Notetaker on the Meetings page and invite it to meetings.

• At least one user in your Practifi organization must be assigned the Notetaker permission set.
• When a user is assigned the Notetaker permission set, they must also have a Relationship + Meeting Intelligence license.

The Meetings Digest permission is intended for users who don't need Notetaker to join their meetings but who still need access to the Meetings page. This might be a team member who is not meeting with clients but would benefit from seeing meeting summaries and follow-up items.

Users with the Meetings Digest permission can view the Meetings page and see meeting summaries, but cannot access any of the Notetaker Bot controls. When a user is assigned the Meetings Digest permission set, they must also have a Relationship Intelligence license.

Assigning Licenses and Permissions

Practifi Administrators can manage licenses and permissions on the Intelligence Features page in the Settings app:

1. Click the App Launcher and select the Settings app.

   

2. From the Settings app, click the Navigation menu and select Intelligence Features.

   

3. On the Intelligence Features page, confirm you are viewing the Users tab.

   

4. For a user to access the full suite of Notetaker features, your organization must have at least one available Relationship + Meeting Intelligence license. The License Overview section shows the number of used and available licenses in your Practifi organization.

   

   Please note: If you do not have enough Practifi Intelligence licenses available, contact Practifi Support.

5. In the User Licenses table, click the License Type drop-down next to the user's name and make one of the following selections:
   • Relationship + Meeting Intelligence enables the Notetaker and Meetings Digest permissions.
   • Relationship Intelligence enables only the Meetings Digest permission. 
6. Confirm that the Meetings Digest and/or Notetaker toggles are on, depending on your selection.
7. Repeat steps 5–6 for each user you want to grant access to.
8. At the bottom of the screen, click Save Changes.

Please note: If you assign the Notetaker or Meetings Digest permission set via a permission set group, you will not be able to turn it off for the individual user from the Intelligence Features page. You must first unassign the permission set from the permission set group, then unassign the individual user permission set assignment.  

We recommend controlling Notetaker permission sets solely via the Intelligence Features page rather than manually assigning them in Salesforce Setup.

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Notetaker Settings

Practifi Administrators can configure the following settings on the Notetaker tab of the Intelligence Features page:

• Save Transcripts: When enabled, a copy of the meeting transcript is stored in Practifi for future review. Disable this setting if you don't want to store meeting transcripts for compliance reasons. 
• Summary Storage: Controls where meeting summaries are stored after processing completes. Select from the following options:
  • File Only: The summary is stored as a file on the Event record. No Smart Note is created, and the Event description is not modified.
  • Event Description: The summary plain text is written to the Event description field. No Smart Note is created.
  • Smart Note: A Smart Note is created automatically, containing the formatted summary. The Event description is not modified. This is the default setting for new organizations.
  • Event Description + Smart Note: A Smart Note is created, and the summary plain text is also written to the Event description.

  • Please note: If your organization previously had Save Summaries as Event Descriptions enabled, it has been migrated to the Event Description option after the Fiano upgrade. To use Smart Notes for meeting summaries in the future, update this setting to Smart Note or Event Description + Smart Note. Meeting Intelligence is part of the Practifi Intelligence add-on. If you're interested in this functionality, please reach out to your Client Success Manager or Practifi contact.

• Meeting Sentiment: When enabled, each completed meeting is automatically assigned a sentiment indicator: Positive, Neutral, or Negative, which reflects the overall tone of the client-advisor conversation. When the toggle is off, sentiment analysis is not performed on any meetings processed through Notetaker. Meetings processed before the toggle is enabled will not have sentiment data and will need to be reprocessed to generate sentiment analysis.
• Default Join Behavior: Define which meetings the Notetaker Bot automatically joins. You might choose to exclude the bot from internal meetings. Notetaker identifies an internal meeting as one in which every attendee's email domain matches the organizer's. The following options are available:
  • External
  • Internal and External
• Verbosity: This setting controls the length of the meeting summary. Summaries will naturally vary in length depending on the meeting's duration. Verbosity can be set to Low, Medium, or High. Medium is the default value.
• Calendar Sync: Calendar events are automatically synced every 10 minutes. This setting applies only to firms that use Microsoft Outlook and have enabled calendar sync.

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Topic Categories

With the Fiano release, each completed meeting is automatically classified into a topic category based on the conversation's substance. A topic badge appears in the meeting detail view, and a Filter by Topic dropdown in the Meetings app lets users narrow their list of meetings to a specific category.

Topic classification is always on and requires no configuration to function. There is no toggle to disable it. However, administrators can view, create, and manage classification categories from the Topic Categories tab in Notetaker settings.

Default Categories

Practifi ships with the following default topic categories:

• Annual Review
• Estate Planning
• Financial Planning
• Initial Consultation
• Insurance Review
• Portfolio Review
• Retirement Planning
• Tax Planning

Meetings that don't clearly fit a configured category are classified as General Discussion.

Managing Topic Categories

To view and manage topic categories, navigate to the Topic Categories tab in Notetaker settings:

1. Click the App Launcher and select the Settings app.
2. From the Settings app, click the Navigation menu and select Intelligence Features.
3. On the Intelligence Features page, select the Notetaker tab.

4. Select the Topic Categories tab.

   

The Topic Categories tab displays each category's name and guiding description. From here you can:

• Create a new category by clicking the Add Category button and entering a name and description. The description guides the classification model, so use clear language that reflects the types of conversations the category should capture. There is currently no limit on the number of categories. Click Save Changes to save the new category.
• Edit an existing category by clicking in the Label or Description and making revisions. Click Save Changes to save your edits.
• Deactivate a category by unchecking the Active box. Click Save Changes to apply the change. Deactivated categories are no longer used for classification. Categories cannot be deleted.

Please note: Meetings processed before a new category is created will not be retroactively reclassified. Only meetings processed after the category is added will be eligible for that classification.

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Bot Appearance

When Notetaker is enabled in your Practifi organization, no Default Bot is configured. A placeholder bot will be used until a Default or Division Bot is configured. The placeholder bot, called Notetaker Bot, does not have a bot image.

Default Bot

The Default Bot is used when the Related Division of the Related Entity for an event does not have a Division Bot configured for that division. For most firms, the Default Bot is sufficient. If you have multiple businesses operating in different divisions, you can enable multiple Division-Specific Bots.

To configure the Default Bot:

1. From the Settings app, click the Navigation menu and select Intelligence Features.

   

2. On the Intelligence Features page, select the Notetaker tab.

   

3. In the Bot Appearance section, click the Edit Default Bot button.

   

4. In the Edit Default Bot Configuration window, enter a name for the Default Bot. This name will be displayed when the bot joins a meeting.

   

5. Optionally, click the Upload Files button to add an image for the Default Bot.

   • Please note: Images with a 16:9 ratio and a size of 1280px by 720px are recommended. The maximum image size is 1.3 MB. Only JPG files are supported.

6. Click Save. A success message is displayed.

Division-Specific Bots

Division-Specific Bots always take priority over the Default Bot, provided the Related Entity's Related Division for an event has a Division Bot configured for that division.

To configure a Division Bot:

1. From the Settings app, click the Navigation menu and select Intelligence Features.

   

2. On the Intelligence Features page, select the Notetaker tab.

3. In the Division-Specific Bots section, click the + New Division Bot button.

   

4. In the New Division Bot Configuration window, select the division for the bot.

   

5. Enter a name for the Division Bot.

   

6. Optionally, click the Upload Files button to add an image for the Division Bot.

   • Please note: Images with a 16:9 ratio and a size of 1280px by 720px are recommended. The maximum image size is 1.3 MB. Only JPG files are supported.

7. Click Save. A success message appears.

Troubleshooting

Unauthenticated Credentials

If you've set up the Microsoft Outlook integration and a user reports seeing a warning message at the top of the Meetings page, this means they haven't been authenticated with the named credential, or the named credential authentication flow failed.

The warning message reads: "You need to perform an extra step before your meetings appear here. Go to this page, select Practifi Notetaker from the list, click Authenticate, and follow the prompts."

When the user clicks the hyperlink in the warning message, it should take them to the Authentication Settings for External Systems page in their personal settings. 

If the link takes them to this page, verify that the user has been authenticated with the Practifi Notetaker Service named credential and that the named credential shows a status of Authenticated.

If the link doesn't take the user to the Authentication Settings for External Systems page, this means they either aren't assigned the Practifi Notetaker Named Credential permission set or the named credential hasn't been added to it. Verify that you followed the steps in the Edit the Practifi Notetaker Named Credential Permission Set section.

Once you've verified these steps, the user should wait up to five minutes for the warning message to disappear, then refresh the page.

Calendar Not Syncing

If a user's calendar events are not syncing to the Meetings page, do the following:

• Verify that the user has authenticated on the Authentication Settings for External Systems page in their personal settings, as described above.
• Check that scheduled jobs are running successfully.
• Review debug logs for RecallCalendarSyncQueueable errors.
• Verify that the Recall_Calendar_Last_Sync__c timestamp is updating on the User record.

Authentication Failures

If authentication is failing, do the following:

• Verify that the Auth. Provider configuration matches the environment (Development vs. Production).
• Check that the Redirect URL matches the middleware endpoint.
• Confirm the Consumer Key and Consumer Secret are correct for the environment.
• Test the Microsoft authentication flow manually in Authentication Settings.