---
schema_version: "1"
id: e180241a3a69b10ca0b97f453294fa6c41a0f9794562712f861e9b49f4d9fe87
title: Build a Voice-Enabled Agent with the Agentforce Voice Implementation Guide
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agent_voice_implementation_guide.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.agent_voice_implementation_guide.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 90ede917943c9d0ee826bd928521e1f1806a4c996ea1dd2ece756377d5d4d31d
description: Take a voice-enabled Agentforce agent through the full lifecycle, from framing the use case to monitoring it in production, with the interactive Agentforce Voice Implementation Guide.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Build a Voice-Enabled Agent with the Agentforce Voice Implementation Guide

Take a voice-enabled Agentforce agent through the full lifecycle, from framing the use case to monitoring it in production, with the interactive Agentforce Voice Implementation Guide.

The Agentforce Voice Implementation Guide walks you through building a voice-enabled agent end to end: **Get Started → Ideate → Build → Test → Deploy → Monitor**. Instead of a static document, the guide runs as an interactive, guided walkthrough. You open it in an AI assistant with agent mode (an agentic host such as Claude Code, Codex, Cursor, or Agentforce Vibes), and a concierge narrates each phase and walks you through the setup one step at a time. It's built to never invent a click, a field name, or a value. If something isn't in the guide, it says so and points you to the source. You can follow along to learn the flow with no org, or build along in your own org licensed for Agentforce Voice.

![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 Agentforce Voice Implementation Guide is an early release in a new, interactive format. This applies to the guide experience, not to Agentforce Voice.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="text-align:center;vertical-align:top;"><a href="https://opensource.salesforce.com/einstein-platform/docs/voice" target="_blank">Get the Agentforce Voice Implementation Guide</a></td></tr></tbody></table>

## Who Is Northern Trail Outfitters?

Northern Trail Outfitters (NTO) is a retailer whose contact center is flooded with high-volume, repetitive calls, especially customers asking where their order is. NTO wants to deflect those calls and free up customer reps for the conversations that need them, so it's building its first voice-enabled agent.

## NTO's Voice-Enabled Agent Helps Customers Track Orders by Phone

NTO builds Pippin, a voice-enabled agent that answers customer calls. Pippin identifies the customer by phone number, takes an order number, and reads back the order status, all by voice. Pippin also answers common questions from a grounded knowledge article and hands off to a customer rep when a request falls outside what it can handle. You follow NTO and Pippin through every phase of the guide.

## Follow the Agent Development Lifecycle

Building a voice-enabled agent goes smoothly when it's planned well. The guide follows NTO through the full agent development lifecycle, from framing the first use case to monitoring the agent after launch. It also gives you reusable frameworks to plan and share your rollout with your stakeholders.

![Agentforce Voice lifecycle cycle: Ideate, Build, Test, Deploy, and Monitor](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/agentforce_voice_lifecycle.png)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:38.46153846153846%">
          <col style="width:61.53846153846154%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d133806e92">Phase</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d133806e95">What You'll Do</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Phase" class="slds-cell-wrap" style="vertical-align:top;" headers="d133806e92 ">Get Started</td>

            <td data-label="What You'll Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d133806e95 ">
              <ul>
                <li>Confirm you have an org licensed for Agentforce Voice</li>

                <li>Enable Einstein generative AI, Agentforce, and Data 360</li>

                <li>Meet NTO and Pippin, the guide's real-world example</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Phase" class="slds-cell-wrap" style="vertical-align:top;" headers="d133806e92 ">Ideate</td>

            <td data-label="What You'll Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d133806e95 ">
              <ul>
                <li>Identify and scope your use case</li>

                <li>Define technical requirements for data, channels, routing, and security</li>

                <li>Define your agent's guardrails</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Phase" class="slds-cell-wrap" style="vertical-align:top;" headers="d133806e92 ">Build</td>

            <td data-label="What You'll Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d133806e95 ">
              <ul>
                <li>Create the agent and set up its subagents</li>

                <li>Build phone identification and order lookup</li>

                <li>Ground the agent with a data library</li>

                <li>Configure the voice persona and pronunciation</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Phase" class="slds-cell-wrap" style="vertical-align:top;" headers="d133806e92 ">Test</td>

            <td data-label="What You'll Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d133806e95 ">
              <ul>
                <li>Define testing objectives and create scenarios</li>

                <li>Test manually in Preview</li>

                <li>Batch test in Agentforce Testing Center</li>

                <li>Iterate and troubleshoot</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Phase" class="slds-cell-wrap" style="vertical-align:top;" headers="d133806e92 ">Deploy</td>

            <td data-label="What You'll Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d133806e95 ">
              <ul>
                <li>Create a routing configuration and fallback queue</li>

                <li>Set up escalation to a customer rep</li>

                <li>Publish and choose your surface</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Phase" class="slds-cell-wrap" style="vertical-align:top;" headers="d133806e92 ">Monitor</td>

            <td data-label="What You'll Do" class="slds-cell-wrap" style="vertical-align:top;" headers="d133806e95 ">
              <ul>
                <li>Set up analytics and session tracing</li>

                <li>Review performance in Agentforce Studio</li>

                <li>Build a monitoring strategy for your agent</li>

              </ul>
            </td>

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="text-align:center;vertical-align:top;"><a href="https://opensource.salesforce.com/einstein-platform/docs/voice" target="_blank">Get the Agentforce Voice Implementation Guide</a></td></tr></tbody></table>

#### See Also

- [Create Agents in Record Time with the Agentforce Implementation Guide](https://help.salesforce.com/s/articleView?id=ai.agent_resources.htm&release=264.0.0&type=5 "Build an Agent Script-powered AI agent for some of Agentforce’s top use cases with the Agentforce implementation guide.")