---
schema_version: "1"
id: 2004524569b406209366f1d863ec2d87546bda8b18f78a71d1125a3aa12eb214
title: Configure Recording and Transcription Behavior in a Flow
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/afcc_sv_configure_recording_flow.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.afcc_sv_configure_recording_flow.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e9c5d49b857106079876d1bd08d5e3be170efda5bc61aef5bfb63f7c2db9f46a
description: Gain better administrative flexibility over Contact Center operations and define specific recording requirements for different parts of a call using flow settings. Add specific actions to Omni-Channel flows to manage recording and transcription behavior for unique scenarios, such as disabling audio capture for agent interactions while maintaining transcripts for agent handoffs.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Configure Recording and Transcription Behavior in a Flow

Gain better administrative flexibility over Contact Center operations and define specific recording requirements for different parts of a call using flow settings. Add specific actions to Omni-Channel flows to manage recording and transcription behavior for unique scenarios, such as disabling audio capture for agent interactions while maintaining transcripts for agent handoffs.

### Required Editions

This article applies to:

Salesforce Voice (Native Telephony)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d152329e70">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d152329e70 ">To configure recording and transcription in an Omni-Channel Flow:</td>

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              <p>Agentforce Contact Center Admin (Salesforce Voice) permission set. </p>
              <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&amp;language=en_US" target="_blank">permissions in this permission set</a>.</p>
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For example, you can create a flow from the Inbound Routing flow in the Agentforce Builder. To learn more, see Route Inbound Calls to a Voice-Enabled Agent.

1. From Setup, in the Quick Find box, enter Flows, and then select Flows.
2. Add IVR to Your Omni-Channel Flow.
3. In the section where you want to change the recording behavior, select **Set Recording and Transcription Behavior**.
4. To configure the element, enter a unique name in the Label field that describes the behavior.
5. In the Set Input Values section, configure these values:
    1. Disable Recording: Select True to stop recording this segment of the call, or False to allow recording based on org-level settings.
    2. Disable Transcription: Select True to stop real-time transcription, or False to continue generating a live transcript in the Conversation window.
    3. VoiceCall Id: Enter the recordId variable to apply the settings to the current active call.
6. Save and activate your flow.

Here’s a sample flow of a recording and transcription behavior for a call segment.

![Configure a flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/agentforce_contact_center/afcc_sv_configure_flow.png)