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            Create a Voice-Enabled Service Agent

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            3. Quickstart Your Einstein Generative AI Solution

            Create a Voice-Enabled Service Agent

            To create a voice-enabled agent, create a new agent, add a voice-enabled connection, such as Telephony and configure voice mode settings.

            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
            Attention

            The user permissions listed here are strictly for creating a service agent. Completing a voice-enabled configuration requires additional permissions depending on your connection type. Review the connection-specific documentation for these requirements.

            Before you begin, Set up Einstein Generative AI, Enable Agentforce, and review the considerations in Agentforce Voice.

            Think of your agent’s configuration as three key categories of settings to help you determine areas to customize: Agent settings serve as the foundation by defining the agent's core identity, while subagents and actions build out capabilities tailored to your specific use cases. Finally, connection settings focus on the environment, managing the details unique to your chosen deployment channels.

            • Agent settings serve as the foundation by defining the agent's core identity.
            • Subagents and actions build out capabilities tailored to your specific use cases.
            • Connection settings focus on the environment, managing the details unique to your chosen deployment channels.
            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.

            Create a Voice-Enabled Agent in Agentforce Builder

            1. From the App Launcher, enter Agent, and then select the Agentforce Studio app.
            2. On the Agents tab, click New Agent.
            3. Select an Agentforce Service agent template. Under Agent Details, select or create an Agent's User Record for this agent. To securely access data and perform actions, Service agents operate as an agent user, or a Salesforce integration user with all the permissions that the agent needs to do its job.See Best Practices for Agent User Permissions.
            4. Enter the agent's name and then click Let's Go.
            5. In the Settings section, define the settings that determine how your agent behaves in conversations, such as system messages and language settings. Under language settings, set the default language or allowed languages to a supported language for voice. For more information about the languages and locales Agentforce Voice supports, see Agentforce Voice Considerations.

              Agentforce Voice agents are monolingual. Each voice agent can only listen and respond in its configured default language in the language settings page. The default language also determines the language shown under Voice Settings. Verify that the agent's default Language Settings match the supported personas in Voice Settings when configuring your agent. Even if you add languages to the Allowed Languages setting, a voice agent only operates in the Default Language. The Allowed Languages setting applies to text-based agents only.

            6. In the Subagents section, manage and customize your agent's subagents and actions.
            7. In the Data section, select a data library. The Answer Questions with Knowledge action grounds your agent's responses with it. To create or manage data libraries, see Setting Up Data Libraries.
            8. Click Preview to test out your agent and confirm that it performs as expected and meets your security standards. You can simulate your agent’s behavior with mock data without risking any changes to your actual data or org. Use trace to dig into the steps the agent performed, and ask Agentforce to help you understand your agent’s behavior at any step. See Preview and Test in Agentforce Builder for more details.
            9. Connect your agent to a voice-enabled channel, such as Telephony, to enable voice functionality. By default, the system applies English (United States) as the language and Mark as the voice.
            10. Use voice settings to customize and align with your brand and use case. This is required, if your agent requires a language other than English (United States). See Customize the Voice for Your Agent.
            11. When you’re ready to use your agent outside of the builder, click Commit Version. You must commit an agent version before you can activate it. Committed versions can’t be edited. To continue making changes after committing, create a new version by clicking New Version. See Versioning and Editing Agents for more information.
            12. When you're ready, activate your agent.

            The agent is now ready to handle voice interactions through your preferred channel. To deploy a fully functional, voice-enabled agent, you must still configure call routing and escalation paths, and any other channel specific configurations.

             
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