---
schema_version: "1"
id: 6761e012f1c3873fe4f70c529316319fe17394fd3a2c0c1de52a50aa3b29bdf5
title: Link Calls with Customer Contact Records
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_link_contact_record.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_link_contact_record.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8185b679735ad38088d72d9c45fa98a778cc32364310a81d64d17317acab3d17
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Link Calls with Customer Contact Records

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

<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.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>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d153883e75">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d153883e75 ">To answer and make calls and view Voice records:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d153883e75 ">Salesforce Voice Contact Center Rep permission set</td>

          </tr>
        </tbody>
      </table>

1. In the Omni-Channel widget, accept an incoming call.
2. Click **Review and Link**. The Link Record page opens.
3. Select the person to link to the call record.
4. To search for a contact, enter the person’s name and then select the contact.
5. To create a contact, click **New Contact**. A contact record is created.