---
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id: 5ae09a173395e32b0341bf0e147dbdd9017f1adca4f2e9fd5ea114daf66f8dd0
title: Set Up an App with Standard Navigation and Salesforce Voice
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_setup_standard_app.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_setup_standard_app.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 593e7986de9030589c8e2f9c9825de2182ed8989256276877b36a0d720bd6f22
description: To help reps make and receive calls without the complexity of a console app, add Salesforce Voice with Telephony Providers to an app with standard navigation. This setup is appropriate for reps who primarily work with one record at a time and don't need multiple tabs or subtabs in their workspace. To add Voice, create a Lightning app that includes the Voice Call object and the Omni-Channel widget.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Set Up an App with Standard Navigation and Salesforce Voice

To help reps make and receive calls without the complexity of a console app, add Salesforce Voice with Telephony Providers to an app with standard navigation. This setup is appropriate for reps who primarily work with one record at a time and don't need multiple tabs or subtabs in their workspace. To add Voice, create a Lightning app that includes the Voice Call object and the Omni-Channel widget.

### 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">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d46765e75">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d46765e75 ">To create and configure a Lightning app:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d46765e75 ">Customize Application</td>

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Before you begin, take these steps:

- Make sure that [Salesforce Voice is turned on](https://help.salesforce.com/s/articleView?id=service.voice_setup.htm&release=264.0.0&type=5 "Get up and running with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Before you start, review the Voice prerequisites, limitations, and planning resources.") and that you've created a contact center.
- Turn on and set up Omni-Channel, and [set up a status-based capacity model](https://help.salesforce.com/s/articleView?id=service.omnichannel_status_based_capacity.htm&language=en_US).
- Make sure that your users have the [required permission sets assigned](https://help.salesforce.com/s/articleView?id=service.voice_setup_assign_permissions.htm&release=264.0.0&type=5 "Use permission sets to control access to your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center.").
- Review the limitations for Voice in Apps with Standard Navigation in the [Salesforce Voice Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&release=264.0.0&type=5 "Before setting up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), review its limits and limitations.") article.

## Create a Lightning App with Standard Navigation (Required)

Apps with standard navigation display a navigation bar at the top of the page, which gives users easy access to objects and features. This type of app is appropriate for reps who work primarily with individual records rather than in a console environment.

1. From Setup, in the Quick Find box, enter **App Manager**, then select **App Manager**.
2. Click **New Lightning App**.
3. Enter a name for your app.
4. Optionally, add a description and upload a custom app logo.
5. Click **Next**.
6. Under App Navigation, select **Standard Navigation**.
7. Under Supported Form Factors, select **Desktop**.
8. Optionally, under Setup and Personalization, select **Use Omni-Channel sidebar**.
    
    If you use the Omni-Channel sidebar, don't include Omni-Channel in Utility Items.
9. Click **Next**.
10. Under Utility Items, click **Add Utility Item** and add the following item.
    
    - **Omni-Channel**: Shows rep presence and work assignment status, including voice calls routed through Omni-Channel. Omni-Channel has an embedded telephony connector component that loads the phone call controls from a telephony provider.
11. Click **Next**.
12. Add navigation items for reps to access.
    1. In the Navigation Items section, search for the object or item name.
    2. To allow reps to view and work with Voice Call records, add **Voice Calls**.
    3. Optionally, add other navigation items according to your business needs.
    4. Select the item and click the arrow to move it to the Selected Items column. Repeat for each item.
    5. Optionally, reorder items in the navigation bar.
13. Click **Next**.
14. In the User Profiles section, select the profiles that have access to this app.
    
    - For reps, include the profile assigned to users with the Salesforce Voice Contact Center Rep or Salesforce Voice Contact Center Rep (Partner Telephony) permission set.
    - For supervisors, include profiles associated with the Salesforce Voice Contact Center Supervisor permission set.
    - For admins, include profiles associated with the Salesforce Voice Contact Center Admin or Salesforce Voice Contact Center Admin (Partner Telephony) permission set.
15. Save your work.

The app is now available to users with the assigned profiles.

## Configure Channel-Object Linking (Required)

When a rep accepts a call in the workspace, prompt them to choose from recommended records, search for a record, or add a new one.

1. From Setup, enter **Channel-Object** in the Quick Find box, then select **Channel-Object Linking**.
2. Click **New Linking Rule**.
3. Select the **Phone** channel type and the object that you want to link to, such as Contact.
4. Create a rule name and description.
5. Set rule actions for **Action for No Record Found** and **Action for Single Record Found**.
    
    For example, if no matches are found for a contact, include a rule to automatically create and link a record, or prompt the rep to search for or create a record. If a single matching record is found, set a rule to automatically link the record. Alternatively, prompt the rep to pick the suggested record, search for a record, or create a record.
6. Save your work.

After completing the Phone setup, add the Object-Linking Notifications background utility in App Manager. This utility shows toast messages in the app that prompt the rep to link a suggested record or add a new one.

1. From Setup, enter **App Manager** in the Quick Find box, then select **App Manager**.
2. Click **Edit** in the action menu for your app.
3. Click **Utility Items (Desktop Only)**, then **Add Utility Items**, then select **Object-Linking Notifications**.
4. Save your work.

## Configure the Voice Call Related List (Optional but Recommended)

To show a list of calls associated with a record, add the Voice Call related list to an object record page. You can add the Voice Calls related list to cases, contacts, leads, accounts, and opportunities.

For example, add the list to your Case record page so reps can see a case's associated calls and learn about the customer's interactions with your company.

1. From the Object Manager in Setup, select the object that you want to add the Voice Call related list to.
    
    For example, to add the Voice Call related list to a Case page layout, select **Case**.
2. Select Page Layouts for the object.
    
    For example, select **Case Page Layouts**.
3. Select the layout that you want to modify, then click **Edit**.
4. Select **Related Lists**, and then drag **Voice Calls** to the Related Lists section of the page.
5. Save your changes.

#### See Also

- [Set Up the Service Console App for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_setup_org_config.htm&release=264.0.0&type=5 "Configure your console app to give reps the tools to help customers using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Add the Voice softphone in the Omni-Channel utility so reps can make and receive calls. Give reps access to Voice Call records so they can review past calls. To prompt reps to link a call with a contact, set up channel-object linking. To give reps time for wrap-up tasks, configure After Conversation Work and add the component to the page layout. Add the Voice Call related list to a Lightning record page so reps can easily see related calls.")
- [Create the Voice Call Record Page](https://help.salesforce.com/s/articleView?id=service.voice_setup_create_vc_page.htm&release=264.0.0&type=5 "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.")