Strengthen customer relationships by reconnecting callers with the last service rep they spoke with to preserve context, reduce repeat conversations. Also, offer a callback with the same rep if they’re unavailable. Improve first-call resolution and shorten handle times by routing inbound calls to the same rep using a flow. Deliver faster, more personalized support while reducing unnecessary effort for both customers and reps.
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 these capabilities, you need the Agentforce Contact Center Admin (Salesforce Voice) permission set.