Redefine customer engagement with the built-in telephony offering in Agentforce Contact Center (AFCC). Explore enhancements in AI-first contact center voice capabilities.
Note Salesforce Voice (Native Telephony) is now part of Agentforce Contact Center. You may
see references to Salesforce Voice (Native Telephony) in Salesforce applications,
documentation, and release notes.
This section covers voice capabilities for Agentforce Contact Center. To learn about updates for contact centers with third-party telephony and CCaaS providers, see Partner Contact Center.
- Reach Customers Globally with Agentforce Contact Center
Serve customers in more than 30 countries with Agentforce Contact Center using a Bring Your Own Carrier model. Keep your existing telephony carrier contracts and phone numbers, or use a Salesforce-certified regional carrier. - Reinforce Brand Identity with Toll-Free Caller ID Numbers
Configure a toll-free number (TFN) as your org-wide Caller Line Identification (CLI) for outbound calls. Customers see a consistent, recognizable "return to base" number on callbacks, which helps improve answer and response rates. Previously, toll-free numbers were restricted from use as CLI, limiting admins to standard numbers for outbound caller ID. - Control Outbound Number Availability and Protect Privacy with Number Masking
While procuring a number, Salesforce automatically marks numbers that support both inbound and outbound calling as available for outbound use, so admins can select them for Caller Line Identification (CLI) and outbound flows without manual setup. Turn on number masking to hide a number during outbound calls, protecting rep and customer privacy for compliance-sensitive scenarios. - Support More Callers Across Europe with Extended IVR Language Options
Configure IVR prompts in four additional European languages: Finnish, Swedish, Danish, and Polish. These languages work with text-to-speech prompt playback and follow the same language resolution behavior you use today, so your existing IVR flows continue to work without a hitch. - Preview Media Label Audio Before Publishing Your IVR Flow
Verify that the right audio plays when you configure IVR prompts with media labels. Preview audio directly from the Play Prompt configuration in Flow Builder, the same way you preview text-to-speech prompts. Previously, only text-to-speech prompts were available for preview, requiring you to publish and test the full IVR flow to verify media label audio. - Route Outbound Calls to Service Reps After Customers Answer
Create more personalized outbound customer experiences by connecting callers to the right service rep. After a customer answers your outbound call, qualify them through IVR or Agentforce interactions, then route them to the most appropriate rep based on their needs, or connect them directly to their account rep. Previously, outbound flows could connect customers only to IVR or Agentforce experiences, requiring workarounds to reach reps. - Reach Emergency Services by Using Bring Your Own Carrier Numbers
Calls to emergency numbers pass straight through to your carrier when dialed from a Bring Your Own Carrier voice number. Calls to emergency numbers are treated as standard outbound calls and routed through your carrier's normal call routing. Work with your telephony carrier to understand its emergency-calling capabilities and compliance obligations. - Control Outbound Call Behavior with Call Origination Flows and Voice Configurations
Flows can dynamically override the default caller ID on a per-call basis, so your customers see contextually appropriate phone numbers based on call purpose, customer segment, line of business, calling region and so on. Use custom voice configurations to specify which CLI to display—whether static for all calls through a branch or dynamic based on customer attributes. - Protect Customer Privacy with Automatic Call Recording Redaction
Automatically redact sensitive information, such as credit card numbers and personally identifiable information (PII), from call recordings. Reduce compliance risk and protect customer data without manual effort. Meet regulatory requirements, including Payment Card industry Security Standard (PCI DSS) and General Data Protection Regulation (GDPR), while preserving call quality and context for training and review. Reduce Quality Analyst effort with AI-powered automated evaluation of every voice, messaging, and email-to-case interaction. - Enable Flexible Call Recording Control Within Conversations via Toolkit API
Salesforce developers and admins can now use the Salesforce Voice Toolkit API to pause and resume call recordings without the Control Call Recording user permission. Previously, these users needed this permission. This permission is still required to use the pause and resume controls in the Salesforce UI. - Handle Off-Hours and Busy-Hour Calls with Voice Message Capture
Allow callers to leave voice messages during busy hours or off-hours that are automatically recorded, transcribed, summarized, and attached to callback requests with full context. Capture messages using either a conversational Agentforce agent or the Capture Voice Message flow action directly within Omni-Channel flow. Improve call management and help your reps lower call abandonment rates while delivering faster and more personalized follow-ups. - Configure Outbound Calls with Outbound CLI Numbers and Flow Inputs
Initiate outbound voice calls directly from Omni-Channel flows using pre-approved caller IDs. Select caller identification exclusively from numbers designated as Outbound Caller Line Identification (CLI) in Number Management to reduce setup errors and enforce identity compliance. Pass dynamic values from flow actions straight into the call's experience flow as variables to instantly personalize interactions with relevant customer or case context. Improve outreach efficiency and maintain caller trust by ensuring every automated call presents an authorized identity. - Engage Callers While They Wait with In-Queue Experience
Replace repetitive queue music with a configurable In-Queue Experience flow. Play custom prompts, share real-time position-in-queue (PIQ) and estimated wait time (EWT), or offer callbacks—all without affecting queue position, skill matching, or priority. Configure the flow to deliver tailored wait experiences across different routing paths, with playback stopping as soon as a rep becomes available. Reduce caller abandonment and improve customer confidence with a more engaging and informative wait experience. - Collect Customer Feedback Automatically After Calls
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 - Schedule and Automate Customer Callbacks
Give customers the option to schedule a callback for a specific date and time. Automatically route scheduled callbacks to an available rep and initiate the call to the customer once the rep accepts the callback assignment. Preserve the customer's original queue position and automatically retry failed connections based on configured retry settings. Reduce abandoned calls and build customer trust with reliable, on-time callback experiences. - Make Warm Transfers to Flows with Flow Actions
Preserve customer context by transferring voice calls directly to Omni-Channel flows from active calls or inbound channels. Guide callers through automated IVR prompts, collect keypad inputs, and seamlessly enable interactions to queues, internal reps, or PSTN numbers such as third-party specialists or secure payment authority (like PCI Pal). Reps can initiate warm or cold transfers to a flow, or route calls automatically to an external number. Protect sensitive customer data during payment capture using granular Dual-Tone Multi-Frequency (DTMF) suppression rules that allow or block keypad tones per participant, keeping card details hidden from representatives, call legs, and recordings. - Find Available Reps Faster During Call Transfers
When transferring calls, service reps now see a filtered list of available reps in the Omni-Channel widget. Instead of the entire phone book, the list only shows who can accept the call, reducing scrolling and speeding up transfer times. Enable Direct-to-Agent Routing in your Omni-Channel settings to apply the filter by default. - Speed Up Rep Actions with Keyboard Shortcuts in Agentforce Contact Centers
In Agentforce Contact Centers, reps can now configure and use keyboard shortcuts for quick controls on their softphone. Keyboard shortcuts improve rep productivity, reduce response times, and enhance accessibility. Previously, this feature was available only for Salesforce Voice with Telephony Providers. - Keep an Audit Trail of Voice Call Record Changes (Pilot)
Track changes to fields on the VoiceCall object. Select and monitor up to 20 fields. When a tracked field changes, a log entry captures the old value, the new value, the user who made the change, and the date and time. Activity fields aren't supported for history tracking. - Set Up Agentforce Contact Center with Headless Configuration
Setting up Agentforce Contact Center requires coordinating number procurement, channel creation, queue generation, and call routing assignments. The service-agentforce-contact-center-coordinate skill brings these tasks into an automated workflow that configures and deploys each part, so you can set up a working contact center faster without logging in to the Salesforce interface. - Set Up Recording and Transcription in One Workflow
With the service-native-voice-recording-transcription-configure skill, you can toggle recording and transcription on or off for your organization's voice calls using natural language prompts. This change accelerates configuration time because you don't need to log into the Salesforce interface to make these changes. The service-native-voice-recording-transcription-configure skill automatically applies default configurations for the recording format, such as MP3, and the transcription engine, such as the default low-latency model.