--- schema_version: "1" id: d4794cbb44ae2091e0c90d6bac431426555d207e40d6e548048c71a27a842dec title: Create a Voice-Enabled Service Agent collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/service_agent_voice.md canonical_url: https://help.salesforce.com/s/articleView?id=ai.service_agent_voice.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 8ffca693676fefb6e98a389af20df5545b6dbfac3444ab2262aa18e2aba10c32 description: To create a voice-enabled agent, create a new agent, add a voice-enabled connection, such as Telephony and configure voice mode settings. products: - Agentforce - Cross Cloud release: "264" --- # Create a Voice-Enabled Service Agent To create a voice-enabled agent, create a new agent, add a voice-enabled connection, such as Telephony and configure voice mode settings. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions, and Salesforce Voice add-ons.
User Permissions Needed  
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
Attention The user permissions listed here are strictly for creating a service agent. Completing a voice-enabled configuration requires additional permissions depending on your connection type. Review the connection-specific documentation for these requirements. Before you begin, [Set up Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&release=264.0.0&type=5 "Set up Einstein generative AI to get access to powerful generative AI features."), [Enable Agentforce](https://help.salesforce.com/s/articleView?id=ai.agent_setup_enable.htm&release=264.0.0&type=5 "Turn on Agentforce to start building, customizing, testing, and launching AI agents."), and review the considerations in [Agentforce Voice](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice.htm&release=264.0.0&type=5 "Agentforce Voice enables Agentforce Service agents to speak and understand voice conversations with customers. It is designed to understand customer intent from spoken input and take actions to resolve customer queries."). Think of your agent’s configuration as three key categories of settings to help you determine areas to customize: Agent settings serve as the foundation by defining the agent's core identity, while subagents and actions build out capabilities tailored to your specific use cases. Finally, connection settings focus on the environment, managing the details unique to your chosen deployment channels. - Agent settings serve as the foundation by defining the agent's core identity. - Subagents and actions build out capabilities tailored to your specific use cases. - Connection settings focus on the environment, managing the details unique to your chosen deployment channels. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_important.png) Important You can no longer create a new voice-enabled agent in the legacy Agentforce Builder. In addition, the legacy Builder has limited capabilities such as language support for existing voice agents. For best experience, upgrade [your existing voice-enabled agent to the new builder](https://help.salesforce.com/s/articleView?id=ai.agent_setup_create_upgrade.htm&release=264.0.0&type=5 "Create a new version of an agent from the legacy Agentforce Builder in Setup in the new Agentforce Builder in Agentforce Studio, with just a few clicks. The new version contains all of the original agent's subagents, actions, system messages and settings, data, and connections, converted to Agent Script. Upgrading an agent doesn't affect the original agent in the legacy builder. You can continue to access and edit the agent in the legacy builder."). ## Create a Voice-Enabled Agent in Agentforce Builder 1. From the App Launcher, enter Agent, and then select the **Agentforce Studio** app. 2. On the Agents tab, click **New Agent**. 3. Select an Agentforce Service agent template. Under Agent Details, select or create an **Agent's User Record** for this agent. To securely access data and perform actions, Service agents operate as an agent user, or a Salesforce integration user with all the permissions that the agent needs to do its job.See [Best Practices for Agent User Permissions](https://help.salesforce.com/s/articleView?id=ai.agent_user.htm&release=264.0.0&type=5 "Learn how Agentforce Service agents control data access. Set up an agent user for your Agentforce Service agent and assign permissions, so your agent has everything it needs to do its job."). 4. Enter the agent's name and then click **Let's Go**. 5. In the Settings section, define the settings that determine how your agent behaves in conversations, such as [system messages](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_system_messages.htm&release=264.0.0&type=5 "Agent-level instructions provide your agent with guidance on how to interact in all situations, including any rules it should follow. Your agent sends system messages, such as welcome and error messages, when your users begins chatting with an agent and if they encounter system errors.") and [language settings](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_tone.htm&release=264.0.0&type=5 "Change the language and tone of your agent’s messages to better suit your company’s brand."). Under language settings, set the default language or allowed languages to a supported language for voice. For more information about the languages and locales Agentforce Voice supports, see [Agentforce Voice Considerations](https://help.salesforce.com/s/articleView?id=ai.agentforce_voice_considerations.htm&release=264.0.0&type=5 "When creating, testing, and managing voice-enabled agents consider the supported languages, usage and other limits."). Agentforce Voice agents are monolingual. Each voice agent can only listen and respond in its configured default language in the language settings page. The default language also determines the language shown under Voice Settings. Verify that the agent's default Language Settings match the supported personas in Voice Settings when configuring your agent. Even if you add languages to the Allowed Languages setting, a voice agent only operates in the Default Language. The Allowed Languages setting applies to text-based agents only. 6. In the Subagents section, manage and customize your agent's [subagents](https://help.salesforce.com/s/articleView?id=ai.agent_topics.htm&release=264.0.0&type=5 "A subagent is a job an agent can do. Learn about the parts of a subagent and how to use them to define an agent’s logic, reasoning, and conversational capabilities.") and [actions](https://help.salesforce.com/s/articleView?id=ai.copilot_actions.htm&release=264.0.0&type=5 "Actions are how agents get things done. Agents include a library of actions, which are the tools an agent can use to do its job. For example, if a user asks an agent for help with writing an email, the agent first selects a subagent, then it launches an action that drafts and revises the email and grounds it in relevant Salesforce data."). 7. In the Data section, select a data library. The Answer Questions with Knowledge action grounds your agent's responses with it. To create or manage data libraries, see [Setting Up Data Libraries](https://help.salesforce.com/s/articleView?id=ai.data_library_setup.htm&release=264.0.0&type=5 "Use Agentforce Data Library to configure the Knowledge Action and enhance the accuracy of AI in your features."). 8. Click **Preview** to test out your agent and confirm that it performs as expected and meets your security standards. You can simulate your agent’s behavior with mock data without risking any changes to your actual data or org. Use trace to dig into the steps the agent performed, and ask Agent Optimizer to help you understand your agent’s behavior at any step. See [Preview and Test in Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_preview_and_test.htm&release=264.0.0&type=5 "Manual testing, like you do in Agentforce Builder, is the starting point for validating your agent’s performance. It offers a detailed, step-by-step evaluation of your agent's interactions and utterances and is especially effective for confirming configurations and exploring how the agent responds to different inputs. Throughout the agent lifecycle, plan to revisit manual testing in Agentforce Builder, especially after making changes to your agent.") for more details. 9. Connect your agent to a voice-enabled channel, such as [Telephony](https://help.salesforce.com/s/articleView?id=ai.agent_add_telephony_connection.htm&release=264.0.0&type=5 "Add a new Telephony connection to your agent in the Agentforce Builder. The telephony connection optimizes the agent for handling voice calls using your telephony solution."), to enable voice functionality. By default, the system applies English (United States) as the language and Mark as the voice. 10. Use voice settings to customize and align with your brand and use case. This is required, if your agent requires a language other than English (United States). See [Customize the Voice for Your Agent](https://help.salesforce.com/s/articleView?id=ai.agent_configure_voice_settings.htm&release=264.0.0&type=5 "Select a persona that you want your agent to use when talking to your customers. Consider the type of persona that is most suitable for your agent’s job or purpose."). 11. When you’re ready to use your agent outside of the builder, click **Commit Version**. You must commit an agent version before you can activate it. Committed versions can’t be edited. To continue making changes after committing, create a new version by clicking New Version. See [Versioning and Editing Agents](https://help.salesforce.com/s/articleView?id=ai.agent_versions_lifecycle.htm&release=264.0.0&type=5 "Learn about the different states of agents as you create and iterate on your agents, including editable states and how to version your agent.") for more information. 12. When you're ready, activate your agent. The agent is now ready to handle voice interactions through your preferred channel. To deploy a fully functional, voice-enabled agent, you must still configure call routing and escalation paths, and any other channel specific configurations. - Partner telephony setup: [Connect a Service Agent to Partner Telephony](https://help.salesforce.com/s/articleView?id=ai.agent_add_telephony_connection.htm&release=264.0.0&type=5 "Add a new Telephony connection to your agent in the Agentforce Builder. The telephony connection optimizes the agent for handling voice calls using your telephony solution."). - Salesforce native telephony setup: [Native Phone Support with Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_salesforce_voice.htm&type=5&language=en_US). - Enhanced Chat v2 with voice: [Connect an Agent to Enhanced Chat v2 in Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.service_agent_deploy_enhanced_chat_v2.htm&release=264.0.0&type=5 "To connect an agent to Enhanced Chat v2 in the new Agentforce Builder, set up the Enhanced Chat v2 connection. Agentforce Builder creates the channel and Enhanced Chat v2 deployment for you. Set up Agentforce Voice for Enhanced Chat v2 so that users can switch between speech and text when they chat with an Agentforce Service agent.").