Create incident records directly from live conversations or messaging sessions to capture customer data efficiently.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To set up voice and chat to create incident records: | View Setup and Configuration |
Before you begin, set up Enhanced Chat for IT Services and Omnichannel Routing for IT Services.
- From Setup, in the Quick Find box, enter IT Service Management, and then select Quick Setup.
- Click Get Started.
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Turn on AI for creating chat and voice records:
- Next to Configure Chat and Voice to Incident using AI, click Edit.
- Turn on Chat and Voice to Incident using AI.
- Save your changes.