Override the Recording and Transcription Setting for SIP and Dynamic Routing Calls

You can now override the Record Voice Calls with Agents setting for individual agents on these types of Agentforce Voice calls. Previously, this override was available for PSTN calls only.

Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions, and Salesforce Voice add-ons.

When: This change is available starting August 21, 2026.

How: To disable recording and transcription for an agent, add a Set Recording and Transcription Behavior invocable action to the Omni-Channel flow branch that routes calls to them. Configure the recording and transcription settings in the action.