Procure and configure new phone numbers in a few simple steps, eliminating setup delays and external vendors. Configure your default Caller Line Identification (CLI) so that your service reps can begin making calls immediately. Create an optimized customer service experience by routing inbound communications from various channels, like phone, SMS, and WhatsApp, to queues or flows.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with the Agentforce Contact Center add-on.
Who: To set up numbers and channels, you need the Agentforce Contact Center Admin (Salesforce Voice) permission set.
How: From Setup, go to Communications Channels, and use the workflow to procure a new number and create a channel.