---
schema_version: "1"
id: 16acf12d1065b0ad3c4002b3fafd4785593cd50b8c762fbfde012d3908e8c1d2
title: Turn on Voice Call Recording and Transcription When Using Real-Time Streaming
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agent_record_voice_calls_realtime_streaming.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.agent_record_voice_calls_realtime_streaming.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7c3ed563b7d0164b84b4eb63d501847500f2448a69ae0a02318ad11347defdbf
description: 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.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# 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

<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>

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

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

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.