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            Manage Media in Agentforce Contact Center

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            Manage Media in Agentforce Contact Center

            Upload and manage audio files centrally for use across your inbound and outbound voice experiences, including IVR prompts, welcome messages, hold music, and recording announcements. With Media Management, Salesforce admins can upload, organize, and assign .mp3 and .wav files directly within Salesforce, without relying on external storage.

            Required Editions

            This article applies to:

            Salesforce Voice (Native Telephony)

            View supported editions.
            User Permissions Needed
            To manage media:

            Agentforce Contact Center Admin (Salesforce Voice) permission set.

            Learn how to view permissions in this permission set.

            A key use case is assigning audio to multiple interaction points, such as a company-branded welcome message and a legal compliance announcement. This ensures a seamless experience throughout the caller's journey, boosting satisfaction and improving your team's operational efficiency.

            Note
            Note
            • For existing orgs, retry the setup on the Media Management page to migrate your data and access new features.

              During migration, the system:

              • Moves the custom label Queue Music to the Default Media Labels section, if the label exists in the old setup.
              • Shows existing associations for Music on Hold and Recording Announcement in the Custom Media Labels section.
              • Renames the user’s file by adding a suffix when its name matches a new Salesforce default file, such as Default Hold Music.
              • Uses the media file configured under Custom Hold Music instead of the default Hold Music (Music on Hold) file when a custom Hold Music label exists.
              • Links the corresponding default file to a default label if there is no file linked to that label.
              • Retains files associated with the default Hold Music or Call Recording Message labels.
              • Adds Music on Hold or Recording Announcement labels under Custom Media Labels only when a file is associated in IVR.
              • Uses the Default Queue Music file for the queue music experience instead of Hold Music, unless a label with the same name is explicitly configured.
            • Add Media Files
              Upload and manage audio files within the media library to use for your voice interactions and prompt configurations.
            • Add New Custom Media
              Assign media file from your repository to each custom media label. You can use the one you uploaded. Update or replace the assigned media at any time.
            • Edit Custom Media Label
              Assign media files from your repository to custom media labels to make them available for routing flows. You can use the one you upload, update, and replace the assigned media file at any time.
            • Edit Default Media Label
              Update the audio file associated with a default media label in your voice service settings.
            • Delete a Custom Media File
              Permanently remove media files from your Media Library when they are no longer associated with any media labels. If the file is in use, the system displays the list of media labels associated with it.
            • Delete a Custom Media Label
              You can delete a custom media label only if it isn't referenced in any active IVR flow.
             
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