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.
Eliminate manual workarounds and improve caller satisfaction with seamless automated experiences.
Where: This change is available in Salesforce orgs with these telephony models.
- Salesforce Voice (Native Telephony)
Who: To configure warm transfers to flows, you need the Agentforce Contact Center Admin (Salesforce Voice) permission set.