Help Customers on the Phone with Salesforce Voice

This article applies to:

Salesforce Voice (Native Telephony)

• Make and Answer a Call in Agentforce Contact Center
  Call customers by dialing their phone number in the Omni-Channel utility. The Phone tab in the Omni-Channel utility and the Phone component provide common call functions such as mute, hold, transfer, and more.
• Transfer a Call
  Transfer calls to another rep or queue so customers are connected to the right person who can help.
• Return a Callback Request
  Return a call to a customer who requested a callback. Your customers don’t always have time to wait in a queue for a rep, so they can ask for someone to call them back. Salesforce Voice uses contact requests to store callback information for voice calls that are routed with Omni-Channel. Accept a contact request from Omni-Channel to initiate a callback by using Salesforce Voice.
• Wrap Up After a Call in Salesforce Voice
  Most customer service calls require closing work after they end. For example, you can send an email, update a case, or finalize your notes. When a conversation ends, you have a set amount of time specified by your admin to wrap up your work before you move on to the next customer. The After Conversation Work (ACW) component on a call or messaging record shows a countdown to help you manage your time.
• See Real-Time Conversations
  A call transcript is generated in real time during the call and attached to the call record. You can easily refer to it during and after the call.
• Speech-to-Text Model for Voice Transcription
  Voice transcription converts spoken conversations into text during voice interactions using specific speech-to-text models that determine LLM usage and language support.
• Listen to and Collaborate on Voice Call Recordings
  Calls are recorded in dual-channel mode from the perspective of the participating representative or AI rep. The rep or AI agent’s speech is on one channel, and the customer’s speech on the other. Recordings are stored on the Salesforce platform in .wav or mp3 format, with .wav format as the default. Call recordings consume your org’s file storage allotment.
• Use a Headset for Voice Calls
  You can use a headset for voice calls and to control call actions such as accept, mute, unmute, and end calls. While most headsets work well, we've tested headset models from Jabra, Poly (Plantronics), Logitech, and EPOS (Sennheiser). Though not every model from these brands is tested, most of their headsets are expected to perform as required. Although the WebHID API is used to support headsets, bluetooth headsets aren't supported. If your Bluetooth headset isn’t working and it has a USB adapter, using the adapter can sometimes resolve the issue.