---
schema_version: "1"
id: 36a5d1c580e60f9a32fb98f459a0e0d20c5b5726ad026251257e7a2ee20992a4
title: Add Channel-Object Linking Rules for Voice Calls (Beta)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/channel_object_linking_phone.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.channel_object_linking_phone.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3e4cbf72cd8ba981c0e0a635191e7dd047ef3b889fd7f604523d7913a88f5776
description: Create object-linking rules for incoming customer voice calls. When a support rep accepts a call in the workspace, prompt them to choose from recommended contact records, search for a record, or add a new one. The phone channel supports linking only to contact records.
products:
  - Service Cloud
release: "264"
---
# Add Channel-Object Linking Rules for Voice Calls (Beta)

Create object-linking rules for incoming customer voice calls. When a support rep accepts a call in the workspace, prompt them to choose from recommended contact records, search for a record, or add a new one. The phone channel supports linking only to contact records.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

## Setup Steps in Lightning Experience:

1. Set up Voice before creating your channel-object linking rules.
2. In Setup, enter Channel-Object in the Quick Find box. From the Channel-Object Linking setup page, click **New Linking Rule** to start the guided flow.
3. Select the Phone channel type and the object to link, such as Contact. Create a rule name and description. Set rule actions for these scenarios: **Action for No Record Found** and **Action for Single Record Found**. Save your work.
    
    For example, if no matches are found for a contact, you can include a rule to automatically create and link a record. Or you can prompt the support rep to search for a record or create a record. If only one matching record is found, you can set a rule to automatically link the record, or show a prompt. The prompt asks the support rep to pick the suggested record, search for a record, or create a record.
4. After completing the Phone setup, add the Object-Linking Notifications background utility in Lightning App Builder to show the prompts as toast messages in the Service Console.
    
    ![Screenshot of the Lightning App Builder window with a picklist to select Object-Linking Notifications to generate messages to the support rep.\]](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/object_linking/service_channel_object_linking_app_builder.png)