Voice Call Recording and Transcription When Using SIP
Salesforce doesn’t support voice call recording when using SIP. If your partner
telephony system provides the recording, you can reference it. If the partner telephony doesn’t
support call recording, then the recording isn’t available on the voice call record or in
Agentforce Studio.
Required Editions
Available in: Lightning Experience
Available in: Enterprise, Unlimited, and Developer Editions
with Foundations or Agentforce 1 Editions, and Salesforce Voice add-ons.
Note When you turn on call recording, inform call participants and obtain their consent.
To disable voice call transcription for individual agents, add a Set Recording and
Transcription Behavior invocable action to the Omni-Channel flow that routes calls to agents.
For SIP, this invocable action impacts transcription only, as call recording is enabled
externally to Salesforce.
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