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Turn on Voice Call Recording and Transcription When Using Real-Time Streaming

To have Salesforce record the voice calls between customers and the Agentforce agent, turn on the voice call recording. To easily distinguish speakers during playback, recordings are stereo-separated, with the customer on one channel and the agent on the other. Each recording is stored as an MP3 file and automatically linked to its voice call record for easy access.

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
Note The telephony provider records the call leg between the customers and the service rep. To have Amazon record the IVR leg, which includes the conversation between customers and the Agentforce agent, turn on Automated Interaction Recording.
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, select the Real-time Streaming tab.
  3. Turn on Record Voice Calls with Agents.
    Both call legs appear in the voice call record.
  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.