Build more flexible IVR journeys by allowing the Play Prompt node to fetch media assets based on real-time variable values. Whether you’re switching prompts for a specific marketing campaign or a local dialect, a single node can now handle multiple audio outcomes. This approach eliminates redundant branches, making your IVR flows easier to manage and scale across different customer segments.
Where: This change is available in Salesforce orgs with this telephony model.
- Salesforce Voice (Native Telephony)
View supported editions for Salesforce Voice.
Who: To configure Interactive Voice Response in your org, you need the Agentforce Contact Center Admin (Salesforce Voice) permission set.
How: From your Omni-Channel flow, use the Assignment element to create a variable for your media and then use the variable to set the media value in the Play Prompt action.