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            Configure Recording and Transcription Behavior in a Flow

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            Configure Recording and Transcription Behavior in a Flow

            Gain better administrative flexibility over Contact Center operations and define specific recording requirements for different parts of a call using flow settings. Add specific actions to Omni-Channel flows to manage recording and transcription behavior for unique scenarios, such as disabling audio capture for agent interactions while maintaining transcripts for agent handoffs.

            Required Editions

            This article applies to:

            Salesforce Voice (Native Telephony)

            View supported editions.
            User Permissions Needed
            To configure recording and transcription in an Omni-Channel Flow:

            Agentforce Contact Center Admin (Salesforce Voice) permission set.

            Learn how to view permissions in this permission set.

            For example, you can create a flow from the Inbound Routing flow in the Agentforce Builder. To learn more, see Route Inbound Calls to a Voice-Enabled Agent.

            1. From Setup, in the Quick Find box, enter Flows, and then select Flows.
            2. Add IVR to Your Omni-Channel Flow.
            3. In the section where you want to change the recording behavior, select Set Recording and Transcription Behavior.
            4. To configure the element, enter a unique name in the Label field that describes the behavior.
            5. In the Set Input Values section, configure these values:
              1. Disable Recording: Select True to stop recording this segment of the call, or False to allow recording based on org-level settings.
              2. Disable Transcription: Select True to stop real-time transcription, or False to continue generating a live transcript in the Conversation window.
              3. VoiceCall Id: Enter the recordId variable to apply the settings to the current active call.
            6. Save and activate your flow.

            Here’s a sample flow of a recording and transcription behavior for a call segment.

            Configure a flow
             
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