---
schema_version: "1"
id: 6c6ee802867c6e80f3d03d2292a9d33d7a36ecc18b2ff8112d56eaad0a56ce40
title: Add a Telephony Connection
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agent_add_telephony_connection.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.agent_add_telephony_connection.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ec12a23a82bfca63bb32587979d14b768a1b59ed7cf5a165581eda405081493e
description: Add a new Telephony connection to your agent in the Agentforce Builder. The telephony connection optimizes the agent for handling voice calls using your telephony solution.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Add a Telephony Connection

Add a new Telephony connection to your agent in the Agentforce Builder. The telephony connection optimizes the agent for handling voice calls using your telephony solution.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Foundations or Agentforce 1 Editions, and <a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;language=en_US" target="_blank">Salesforce Voice add-ons</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d27658e75">User Permissions Needed</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d27658e78">&nbsp;</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d27658e75 ">To build and manage Service Agents:</td>

            <td data-label="" class="slds-cell-wrap" style="vertical-align:top;" headers="d27658e78 ">
              <p>Manage Agentforce Service Agents AND Manage AI Agents</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Customize Application</p>
            </td>

          </tr>
        </tbody>
      </table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_important.png)

Important

You can no longer create a new voice-enabled agent in the legacy Agentforce Builder. In addition, the legacy Builder has limited capabilities such as language support for existing voice agents. For best experience, upgrade [your existing voice-enabled agent to the new builder](https://help.salesforce.com/s/articleView?id=ai.agent_setup_create_upgrade.htm&release=264.0.0&type=5 "Create a new version of an agent from the legacy Agentforce Builder in Setup in the new Agentforce Builder in Agentforce Studio, with just a few clicks. The new version contains all of the original agent's subagents, actions, system messages and settings, data, and connections, converted to Agent Script. Upgrading an agent doesn't affect the original agent in the legacy builder. You can continue to access and edit the agent in the legacy builder.").

#### See Also

- [_Video_: Set Up a Voice-Enabled Agent in Agentforce](https://salesforce.vidyard.com/watch/7UjuTize5zUoSPooDJyN2V)

## Add a Telephony Connection in Agentforce Builder

1. From the App Launcher, enter Agent, and then select the **Agentforce Studio** app. On the Agents tab, click the name of your agent.
2. In the Explorer panel, under connections, click **Add Connection**.
    
    ![Explorer Panel showing the Add connections on hover.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/agent_add_connection.png)
3. In the Add Connections window, select **Telephony** and then click **Add to Agent**.
    
    ![Add Connections window showing available connections sorted by descending alphabetical order and Telephony selected.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/agent_add_telephony_connection.png)
4. You’ll be prompted to verify the default language for the agent as specified under language settings to match the language used for voice. Click ok to add the connection to the agent.
5. In the Explorer panel, under Agent Definition Settings, select **Language Settings** and set the default language or allowed languages to a supported language for voice. For a list of languages supported for voice-enabled agents, see [Agentforce Voice Considerations](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_considerations.htm&release=264.0.0&type=5 "When creating, testing, and managing voice-enabled agents consider the supported languages, usage and other limits.").
6. In the Explorer panel, under Agent Definition Settings, select **Voice Settings**, and [customize the voice](https://help.salesforce.com/s/articleView?id=ai.agent_configure_voice_settings.htm&release=264.0.0&type=5 "Select a persona that you want your agent to use when talking to your customers. Consider the type of persona that is most suitable for your agent’s job or purpose.") to your requirements.