---
schema_version: "1"
id: 01f3b3a5490eea1dafe9097970ca2f4c399791c5a72e9341d8487d2b82fceaac
title: Create the Voice Call Record Page
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_setup_create_vc_page.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_setup_create_vc_page.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2f4c8bf093f85e692d2b6ad0cd57ae23ada31326202d53d6670d52951a77e9e4
description: The Voice Call record page shows the rep information about the call. Add Salesforce Voice (formerly Service Cloud Voice) components to the page so reps can easily access Voice features such as the softphone call features, related records, call recording, and call transcription.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Create the Voice Call Record Page

The Voice Call record page shows the rep information about the call. Add Salesforce Voice (formerly Service Cloud Voice) components to the page so reps can easily access Voice features such as the softphone call features, related records, call recording, and call transcription.

### 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="d112783e75">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e75 ">To create and save Lightning pages in the Lightning App Builder:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e75 ">Customize Application</td>

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

As a best practice, configure the Voice Call record page so that reps see relevant information during the call and when looking at completed call records. We suggest arranging the components as described in the screenshot and table, but you might want to configure it differently based on your business processes. The screenshot shows a record page with the Header and Three-Column template.

You can use different page templates, but some components, such as the Call Recording Player and Enhanced Conversation, can fit only on medium and large areas on the template.

![Voice Call Record Page with callouts describing each component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_voicecall_record_page.png)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Standard Lightning Components Used on the Voice Call Record Page">
        <caption>Standard Lightning Components Used on the Voice Call Record Page</caption>
        <colgroup>
          <col style="width:25.08905852417303%">
          <col style="width:74.91094147582697%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d112783e127">
              <strong>Component</strong>
            </th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d112783e133">
              <strong>Description</strong>
            </th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e127 ">[1] Highlights Panel</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e133 ">The Highlights Panel shows high-level info about the call.</td>

          </tr>
          <tr class="">
            <td data-label="Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e127 ">[2] Call Recording Player</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e133 ">
              <p>The Call Recording component is included on the Voice Call record page by default and
                must be added to a medium or large area on the page template. </p>
              <p>Add this component for orgs using Voice with Amazon Connect. If you want to record calls,
                enable call recording in your Amazon Connect instance.</p>
              <p style="margin-bottom:0;">For orgs using Voice with Partner Telephony, add this component only if your telephony
                provider supports call recording.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e127 ">[3] Related Record</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e133 ">
              <p>This Related Record component is configured to show details about this Voice Call.</p>
              <p style="margin-bottom:0;">Reps can indicate the call disposition and add notes.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e127 ">[4] Related Record</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e133 ">
              <p>This Related Record component is configured to show the Contact record for the Caller. </p>
              <p style="margin-bottom:0;">If reps make outbound calls, you can also add a Related Record component that
                shows the Contact record for the Recipient (that is, the person who was called).
                Related records for Voice include cases, contacts, leads, accounts, and
                opportunities.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e127 ">[5] Chatter</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e133 ">The Chatter component lets reps post updates and notify other reps about the
              call. It’s included on the Voice Call page by default. </td>

          </tr>
          <tr class="">
            <td data-label="Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e127 ">[6] Enhanced Conversation</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e133 ">
              <p>The Enhanced Conversation component shows the real-time call transcript and must be added
                to a medium or large area on the page template.</p>
              <p>Add this component for orgs using Voice with Amazon Connect. </p>
              <p>For orgs using Voice with Partner Telephony, add this component only if your telephony
                provider supports transcription.</p>
              <p style="margin-bottom:0;" id="voice_setup_create_vc_page__accessibility_recommendation"><a name="voice_setup_create_vc_page__accessibility_recommendation"><!-- --></a>Because the Call Recording Player doesn't have an
                alternative text-based transcript, we recommend adding the Enhanced Conversation component
                underneath the Call Recording Player to support accessibility. </p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e127 ">[7] Phone</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e133 ">
              <p>The Phone component gives reps easy access to some of the Voice softphone
                features like mute, hold, and end calls. It’s visible only when a rep is on a
                call.</p>
              <p>We recommended placing the Phone component on the upper left or upper right
                corner of the page, so it’s easy for reps to use.</p>
              <p style="margin-bottom:0;">Use the Phone component in addition to the softphone in the Omni-Channel utility.
                Reps can’t answer or dial calls from the Phone component; they need the
                Omni-Channel utility to make or accept calls.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e127 ">[8] After Conversation Work (ACW)</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e133 ">
              <p>The After Conversation Work (ACW) component shows reps a countdown for wrap-up
                work between conversations. It’s visible only during an active countdown. </p>
              <p style="margin-bottom:0;">To enable the countdown feature and set the length of time, create or edit a voice call
                or messaging channel and complete the After Conversation Work Time section.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Component" class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e127 ">[9] Record Detail</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d112783e133 ">The Record Detail component shows more granular info about the call.</td>

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

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note These instructions tell you how to create a Voice Call record page from scratch.

If you already have a Voice Call record page, you can edit it to add or reorganize these components. Navigate to the Voice Call record page, click the gear icon, and click **Edit Page** to open it in the Lightning App Builder.

1. From Setup, enter Lightning App Builder in the Quick Find box, then select **Lightning App Builder**.
2. Click **New**.
3. Click **Record Page**, then click **Next**.
4. For Label, give the page a name such as Voice Call Record Page.
5. For Object, select **Voice Call**, then click **Next**.
6. In the Create a new Lightning page window, select a page template from the **Choose Page Template** menu.
    
    For example, the screenshot shows the Header and Three Regions page template.
7. Click **Done**.
8. Select a component and drag it to the page. Repeat until you’ve added the components that you want to your page.
    
    ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png)
    
    Tip To filter the component lists, enter the name of the component in the search bar.
    
    1. Select the **Phone** component onto the page, and drag it to the upper left side or upper right side of the page.
    2. Select the **Call Recording Player** component and drag it to the page.
    3. Select the **Enhanced Conversation** component and drag it to the page, and put it in a medium or large area of the page layout.
    4. If you plan to enable After Conversation Work in your voice call or messaging channels, drag the **After Conversation Work** component onto the upper left side or upper right side of the page.
    5. Optionally add more components to the page.
9. Save your work, then click **Activate**.
10. In the Activation window, select the App Default tab. Click **Assign as App Default**, then select **Service Console**, and click **Next**.
11. In the Select Form Factor window, select either **Desktop** or **Desktop and Phone**, then click **Next**.
12. Review the app default assignments, and then save your work. The record page is now available in the Lightning Service Console.