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Turn on Voice Call Recording When Using PSTN

To record the conversations between customers and Agentforce agents, turn on the recording. By default, the recording is turned off.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions, and Salesforce Voice add-ons.
Tip
Tip 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, enable Record Voice Calls with Agents.
  3. 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.