---
schema_version: "1"
id: 80e4cb5ef9281d2a2fcab5adfb9b00948c68cbe510e740c67f62108e70134ce8
title: Configure Voice and Chat to Incident for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_inc_config_voice_and_chat_to_inc.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_config_voice_and_chat_to_inc.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 09ea99df8a4ccdd2c5b246e3587ea0702fa7be10cb1b0ed79b874680ca52ac7f
description: Create incident records directly from live conversations or messaging sessions to capture customer data efficiently.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Configure Voice and Chat to Incident for IT Services

Create incident records directly from live conversations or messaging sessions to capture customer data efficiently.

### 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;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</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="d69760e74">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d69760e74 ">To set up voice and chat to create incident records:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d69760e74 ">View Setup and Configuration</td>

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Before you begin, set up [Enhanced Chat for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_embedded_msging_setup.htm&release=264.0.0&type=5 "Set up Enhanced Chat so employees can get help from the IT Service Employee agent on the self-service portal. The IT Service Employee agent can help find resources, resolve issues, and provide assistance to your employees conversationally and reduce the ticket load for your IT support team.") and [Omnichannel Routing for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel.htm&release=264.0.0&type=5 "Automate the distribution of all incoming IT work items, such as incidents, problems, and change requests, to the most suitable service representatives. Omnichannel Routing ensures that all IT issues – whether they come through email, chat, phone, or a self-service portal – are routed to the right IT reps based on their availability, workload, and specialized skills, thereby streamlining IT service delivery and minimizing delays.").

1. From **Setup**, in the Quick Find box, enter IT Service Management, and then select **Quick Setup**.
2. Click **Get Started**.
3. Turn on AI for creating chat and voice records:
    1. Next to Configure Chat and Voice to Incident using AI, click **Edit**.
    2. Turn on **Chat and Voice to Incident using AI**.
    3. Save your changes.