---
schema_version: "1"
id: 773170af20dd3dfd063439f0e6ea1a27af59158c78176fecd4ccdc5ef1c84f83
title: Create the Channel for Agentforce Voice with Real-Time Streaming
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agentforce_voice_channel_realtime_streaming.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_channel_realtime_streaming.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ca0d5b0b9284107b970a7ac0aa42f3c44d8e1bd51a96bef8c1c5e319e10f687a
description: Create a Messaging channel to manage incoming calls transferred to the Agentforce agent. To route inbound calls to the agent using real-time streaming, create a Messaging channel that maps the incoming phone number to the Omni-Channel flow. The flow specifies the agent to route the incoming call to.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Create the Channel for Agentforce Voice with Real-Time Streaming

Create a Messaging channel to manage incoming calls transferred to the Agentforce agent. To route inbound calls to the agent using real-time streaming, create a Messaging channel that maps the incoming phone number to the Omni-Channel flow. The flow specifies the agent to route the incoming call to.

### 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>

1. From Setup, in the Quick Find box, enter Agentforce Voice, then select **Agentforce Voice Setup**.
2. In the Create the Channel for Agentforce Voice step on the Agentforce Voice Setup page, click **Add**.
    
    ![Add a Real-Time Streaming channel](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_setup_add_channel_streaming.png)
3. Enter the name and developer name of the channel.
4. Select **Real-time Streaming** and enter the inbound call's To phone number (the dialed number) in E.164 format.
    
    When an inbound call arrives in Amazon Connect, Salesforce matches its To phone number against the Real-time Streaming Number on this channel. Once matched, Salesforce runs the channel's Omni-Channel flow to route the call to the Agentforce agent.
5. Under Call Routing, select the Omni-Channel flow that routes inbound calls to the agent.
    
    Don't select the escalation flow.
6. Click **Save**.
    
    The Channels tab in the Agentforce Voice Setup page shows the channels that are added. A newly added channel can take a couple of minutes to appear in this tab.
    
    ![The Channels tab shows the channels created for Agentforce Voice.](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_channels_list.png)
7. In the Channels tab, click the channel name.
    
    ![This page shows the channel details.](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_channel_details_streaming.png)
8. If you aren’t a Salesforce Voice with Telephony Providers customer, edit the channel and, in the Public Key field, enter an unexpired certificate. Without it, Omni-Channel will not route the calls to the voice-enabled agent. If you are a Salesforce Voice with Telephony Providers customer, ignore this field–authentication is handled for you.
    
    To learn how to generate a token, which includes a certificate, see [Generate a Self-Signed Certificate with OpenSSL](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_generate_certificate.htm). For the token requirements, see the `token` UUI parameter description in [Configure Inbound Call Transfers When Using SIP](https://help.salesforce.com/s/articleView?id=ai.telephony_configure_inbound_call_transfers_sip.htm&release=264.0.0&type=5 "To illustrate how to configure inbound call transfers that happen via SIP, this topic describes how to accomplish these tasks with Genesys.").
9. Click **Activate**.

After you create an agent, configure calls to be transferred to the agent, and configure calls with an agent to be escalated to a rep, it’s time to [activate your agent](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_activate_deactivate.htm&release=264.0.0&type=5 "Activate your agent to make it available to your customers or employees. When an agent is deployed to one or more channels, including the Agentforce panel, activating the agent makes it immediately available to your users.").