Turn on Voice Call Recording and Transcription When Using SIP or Dynamic Routing

Turn on voice call recording to record calls between customers and agents. Recordings use stereo separation for easy speaker identification, placing the customer on one channel and the agent on the other. Salesforce stores each recording as an MP3 file and links it directly to its voice call record.

Required Editions

Available in: Lightning Experience

Available in: Enterprise, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions, and Salesforce Voice add-ons.

Note When you turn on call recording, inform call participants and obtain their consent.

1. From Setup, in the Quick Find box, enter Agentforce Voice, then select Agentforce Voice Setup.
2. Under Setup Steps in the Agentforce Voice Setup page, select the SIP / Dynamic Routing tab.
3. Enable the Turn On Voice Call Recording toggle.
   
4. To override the Record Voice Calls with Agents setting for an individual agent, add a Set Recording and Transcription Behavior invocable action to the Omni-Channel flow that routes calls to the agent. Use this invocable action to turn off voice call recording and transcription for an agent.