Deliver a consistent, professional, and compliant caller experience while giving admins full control over in-call audio. Admins can configure, organize, and assign media file URLs for greetings, announcements, and hold music. This feature makes it easier to apply branded and compliance-related audio across multiple interaction points.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with the Agentforce Contact Center add-on.
Who: To configure and organize your media files, you need the Agentforce Contact Center Admin (Salesforce Voice) permission set.
How: To manage in-call audio, go to Media Management in Setup and add publicly accessible audio file URLs to the media library. Admins can then associate the uploaded audio file URL with default or custom media names (such as greetings, announcements, or hold music) to be played to callers.