Capture custom SIP X-headers from inbound calls to deliver contextual information, such as customer intent, language preference, or case history. Configure your escalation and fallback flows to return or modify headers using the SIP REFER method when disconnecting or transferring calls.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions with Foundations or Agentforce 1 editions, and Salesforce Voice add-ons.
Why: Previously, Agentforce Voice supported only the UUI SIP header for passing context and only SIP BYE for call disconnection. Now you can pass rich, named X-headers from your interactive voice response (IVR) into Salesforce flows. You can modify the headers before they’re sent back in the response. SIP REFER is now available as a disconnect method, giving you more flexible call transfer scenarios with your telephony partner.
When: This feature is available starting the week of September 7, 2026.
How: Turn on the Include Custom SIP Headers and REFER Support setting in Agentforce Voice Setup. To use the headers and SIP REFER, update the escalation flow for your agent, add a fallback autolaunched flow, and edit the inbound Omni-Channel flow for your agent.