---
schema_version: "1"
id: e3b3921a0ddd4a092ae5cab39a8c4b02f0d61ef669983e73afd1b266d6a8d384
title: Add AI Agents to your Agentforce Contact Center
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/afcc_sv_iva.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.afcc_sv_iva.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 40e8b97fe25d64ecd7896acac4a0819dc7dd77699086464cec44d110811164d5
description: Create intelligent, trusted, and customizable voice-enabled agents for your customers and employees and add them to your contact center.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Add AI Agents to your Agentforce Contact Center

Create intelligent, trusted, and customizable voice-enabled agents for your customers and employees and add them to your contact center.

### 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">
        <colgroup>
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d66291e70">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d66291e70 ">To build and manage Service agents:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d66291e70 ">
              <p>Manage Agentforce Service Agents AND Manage AI Agents</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Customize Application</p>
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1. To create a voice-enabled agent, create a new agent, create a telephony connection, and configure voice mode settings. For instructions, see [Create a Voice-enabled Agent](https://help.salesforce.com/s/articleView?id=ai.service_agent_voice.htm&type=5&language=en_US).
2. Configure an Omni-Channel flow to [transfer inbound calls](https://help.salesforce.com/s/articleView?id=ai.agent_call_routing_escalation.htm&type=5&language=en_US) to the voice-enabled agent.