Collect customer feedback automatically when a rep ends a call without requiring service reps to manually transfer surveys. Add the Set End Call Experience flow action to your Omni-Channel Flow to trigger an admin-authored IVR survey while the customer remains connected. Configure your survey flow to capture DTMF responses, such as satisfaction ratings, and store survey data on Voice Call records or custom objects, or use it to build reports and dashboards. Automate feedback collection without rep intervention, reducing manual effort and improving customer experience
Where: This change is available in Salesforce orgs with this telephony model.
- Salesforce Voice (Native Telephony)
Who: To configure the Set End Call Experience action and survey flow, you need the Agentforce Contact Center Admin (Salesforce Voice) permission set.
When: The Set End Call Experience feature is available starting in Summer 2026.