When you initiate an outbound call by using Click-to-Dial from a custom object, or a standard object, such as Account, Case, Contact, Lead, CollectionPlan, ContactRequest, WorkOrder, or Opportunity, the resulting VoiceCall record automatically establishes a lookup relationship to the source record. This change removes the need for manual linking and reduces the need for customization with Flows or Apex triggers. Previously available only for Salesforce Voice with Telephony Providers, this automatic linking is now fully supported in Agentforce Contact Centers.
Where: This change is available in Salesforce orgs with this telephony model.
- Salesforce Voice (Native Telephony)
Previously, this capability was available only in orgs with these telephony models.
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect