You have successfully completed all the necessary setup tasks, and Salesforce Voice in Agentforce Contact Center is now operational. While it is not mandatory, you have the option to customize Salesforce Voice further, unlocking advanced capabilities that can significantly enhance the overall experience for your customers, reps, and supervisors.
Required Editions
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- Transfer to External Number in Agentforce Contact Center
Transfer to External Number connects an inbound caller to an external number—a person or a system—directly from an Omni-Channel Flow and resumes the flow after the external leg ends. Route callers to a payment system, a remote rep, an interpreter, or a partner desk. Use per-participant Dual-Tone Multi-Frequency (DTMF) routing to keep sensitive keypad entries private from your reps. The flow stays in control of the interaction, so you can continue treatment, such as prompts, routing, or record updates, after the external party hangs up. - Warm Transfer to IVR Flow
Reps can initiate a call transfer to an active Omni-Channel flow instead of a queue or another rep. Depending on how the flow is built, the flow can play prompts and collect keypad input while the rep stays on the line, route the caller to a specialist, or both. The flow drives the interaction while it runs, and when the flow completes without routing, control returns to the rep to continue the conversation with the caller. This gives reps a declarative way to bring IVR treatment—consistent disclosures, validated data capture, routing—into a live conversation, instead of reading scripts manually or searching for the right specialist. - Create a Call Origination Flow
Automate business workflows, including updating the Caller ID (CLI) shown to the customer, by evaluating real-time CRM data, rather than relying on one static, org-wide number. The flow runs in headless configuration and synchronously right after a rep places an outbound call, before the call reaches the carrier, so the CLI is resolved automatically per call with no effort from the rep. - Create a Custom Voice Configuration
Use a policy container to define calling rules—call origination flow, fallback Caller ID, and region settings—and assign them to users, profiles, or the org. Centralize control over how reps' calls behave, letting different teams get their own dialing identity and regional defaults while ensuring org-wide compliance. - Tailor the In-Queue Experience for Voice Calls
Turn idle wait time into an in-queue experience by overriding the default org-wide queue music. Play prompts, greetings, and announcements, offer queued or scheduled callbacks, and periodically announce each caller's queue position and estimated wait time to connect to a rep. - Mask Number in Outbound Calls
Prevent your organization's phone number from being displayed to customers on outbound calls. When you mask the number, call recipients see Private or Anonymous instead of your company's number. Use this to meet privacy regulations and protect the identity of service reps in sensitive roles, such as HR, Legal, or Debt Collections. - Configure Callbacks for Salesforce Voice
Don’t make your customers wait when no rep is available to take their call. Give them an option to request a callback. - Initiate Automated Outbound Calls from a Flow
Reach customers proactively by triggering outbound voice calls directly from a flow. You can trigger appointment reminders, payment notifications, service updates, or AI-led conversations without requiring a rep to place the call manually. - Capture Customer Voice Messages in an Omni-Channel Flow
Allow callers to leave short voice messages when requesting callbacks during off-hours or busy periods. The system records, transcribes, and summarizes the voice message and links it directly to the contact request, giving support representatives the necessary context to conduct informed callback conversations. - Set Up a Post-Call Experience Flow
Automatically run a follow-up flow when the last rep disconnects from a call to collect customer feedback, log call details, offer callbacks, or perform automated background updates. - Route Inbound Calls to the Last Representative
Maximize customer service continuity by automatically connecting callers with the specific human representative who most recently handled their case. - Enable Listen In for Agentforce Contact Center Supervisors
Enable supervisors to listen in to any ongoing call from the Command Center for Service.