Employee agents in the Salesforce app can now hold voice conversations with your users, giving field teams a hands-free way to handle two common moments: Pre-Visit Prep and Post-Visit Updates. Turn on Agentforce Voice for an agent by adding voice settings directly in the agent — no additional connection setup is required. Once enabled, your users see a voice option in the Salesforce app, with built-in mute and end-call controls for use while driving.
Where: This change applies to the Salesforce mobile app.
Who: Your users need access to an employee agent with voice turned on. Assign the appropriate permission set to grant that access.
Why: Voice conversations come in handy for two common moments: Pre-Visit Prep, when your users get ready for a visit, and Post-Visit Updates, when they log details right after one — even while driving. The Salesforce app pairs with CallKit to give drivers simple in-vehicle controls, like mute and close, without needing a separate CarPlay app. This release covers employee agents only; other agent types aren't supported yet.
How: Add voice settings to your employee agent, then activate the agent — no extra connection setup is required. Assign the appropriate permission set to the users who should have access.
The transcription button is no longer available in the text input box. Instead, use the microphone on your phone's keyboard for improved transcription.