---
schema_version: "1"
id: 75ba211e58bf6b043661675d319826ca50515c85c303c454d9a06e7b6a37a233
title: Route Voice Calls to Collections and Recovery Agents with Agentforce Voice
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_collections_voice_support.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_collections_voice_support.htm&release=260&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: efb84a4298d3f6112f7adf675edf2b79e46d2861145a3c6458a005f345ea1f5d
description: The Collections and Recovery Customer Assistance template now supports the voice channel helping service agents to handle Collections queries efficiently. By using the voice channel, borrowers can find collection plan details, request payment extensions, and add representative contact details. Real-time understanding of conversations provides a more natural experience during high-stress interactions such as debt recovery. The reasoning engine identifies intent from spoken dialogue to provide relevant answers and take corrective actions autonomously.
products:
  - Cross Cloud Packages Solutions
release: "260"
---
# Route Voice Calls to Collections and Recovery Agents with Agentforce Voice

The Collections and Recovery Customer Assistance template now supports the voice channel helping service agents to handle Collections queries efficiently. By using the voice channel, borrowers can find collection plan details, request payment extensions, and add representative contact details. Real-time understanding of conversations provides a more natural experience during high-stress interactions such as debt recovery. The reasoning engine identifies intent from spoken dialogue to provide relevant answers and take corrective actions autonomously.

**Note**: The user interface of this product is available in English only and may not be fully supported in other languages.

**Where:** This change applies to Lightning Experience of multiple Industries clouds with the Collections and Recovery add-on license.

**How:** Create an agent by using the Collections and Recovery Customer Assistance template and connect the agent to Telephony.

#### See Also

- [_Salesforce Help_: Set Up Collections and Recovery Assistance for Customers](https://help.salesforce.com/s/articleView?id=ind.agent_ref_collections_setup_customer_assistance.htm&language=en_US)