To get up to speed when accepting a transferred call, review the call transcript. A call
transcript is generated in real time during the call and attached to the call record. You can
easily refer to it during and after the call.
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 |
| To view call transcripts: |
Access Conversation Entries user permission (which is available in the Contact
Center Agent permission set) |
Call transcripts are available only if your admin configured them in your telephony provider
and added the Conversation component to your page layout.
If Amazon Connect is your telephony provider, keep these considerations in mind.
- If the transcription Lambda functions require a warm-up period, the transcripts don’t appear
immediately.
- If you aren’t using Contact Lens in the contact flow, only the first 15 minutes of a call
are transcribed due to a Lambda function limitation.
