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            Enable Recording and Transcription

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            Enable Recording and Transcription

            Enhance service rep performance, improve supervisor oversight, and elevate the overall customer experience by leveraging call recordings and transcriptions.

            Required Editions

            This article applies to:

            Salesforce Voice (Native Telephony)

            View supported editions.
            User Permissions Needed
            To configure recording and transcription:

            Agentforce Contact Center Admin (Salesforce Voice) permission set.

            Learn how to view permissions in this permission set.
            1. From Setup, in the Quick Find box, enter Call Recording and Transcription.
            2. Turn on Call Recording and/or Call Transcription. After you turn it on, all calls are automatically recorded and transcribed.

              The Transcription toggle can only be used by your service reps. You also can’t use this setting to disable transcription for Agentforce Voice.

              To set a recording announcement, go to the Media Management page.

             
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