When a customer calls your contact center, Salesforce attempts to match the caller’s
phone number with a contact record. If no contact is found, reps can search for the contact or
create a contact.
Required Editions
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect
| User Permissions
Needed |
| To answer and make calls and view Voice records: |
Salesforce Voice Contact Center Rep permission set |
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In the Omni-Channel widget, accept an incoming call.
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Click Review and Link. The Link Record page opens.
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Select the person to link to the call record.
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To search for a contact, enter the person’s name and then select the contact.
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To create a contact, click New Contact. A contact record is
created.
