Loading
Upcoming Mandatory Changes to Public Key Infrastructure (PKI)Read More
Agentforce and Einstein Generative AI
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Add a Telephony Connection

            You are here:

            1. Salesforce Help
            2. Docs
            3. Quickstart Your Einstein Generative AI Solution

            Add a Telephony Connection

            Add a new Telephony connection to your agent in the Agentforce Builder. The telephony connection optimizes the agent for handling voice calls using your telephony solution.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions, and Salesforce Voice add-ons.
            User Permissions Needed  
            To build and manage Service Agents:

            Manage Agentforce Service Agents AND Manage AI Agents

            OR

            Customize Application
            Important
            Important

            You can no longer create a new voice-enabled agent in the legacy Agentforce Builder. In addition, the legacy Builder has limited capabilities such as language support for existing voice agents. For best experience, upgrade your existing voice-enabled agent to the new builder.

            See Also

            Add a Telephony Connection in Agentforce Builder

            1. From the App Launcher, enter Agent, and then select the Agentforce Studio app. On the Agents tab, click the name of your agent.
            2. In the Explorer panel, under connections, click Add Connection.
              Explorer Panel showing the Add connections on hover.
            3. In the Add Connections window, select Telephony and then click Add to Agent.
              Add Connections window showing available connections sorted by descending alphabetical order and Telephony selected.
            4. You’ll be prompted to verify the default language for the agent as specified under language settings to match the language used for voice. Click ok to add the connection to the agent.
            5. In the Explorer panel, under Agent Definition Settings, select Language Settings and set the default language or allowed languages to a supported language for voice. For a list of languages supported for voice-enabled agents, see Agentforce Voice Considerations.
            6. In the Explorer panel, under Agent Definition Settings, select Voice Settings, and customize the voice to your requirements.
             
            Loading
            Salesforce Help | Article