The Enhance Conversation component in the Service Console now displays consistent transcripts during and after a voice call handled by a voice-enabled agent. When the agent transfers the call to a service rep, the voice call record for the rep-customer conversation (VC1) now shows both the agent-customer and rep-customer transcripts after the call, matching what was visible during the call. Previously, VC1 showed both transcripts during the call but dropped the agent-customer transcript after the call ended.
Where: Available in Enterprise, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions, and Salesforce Voice add-ons.
When: This feature is available starting the week of September 7, 2026.
How: To show both transcripts in VC1 after the call, create the voice call record before transferring the customer to the service rep, and enable Connect Related Voice Calls to link VC1 to the agent's voice call record (VC2).