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            Manage Media in Agentforce Contact Center

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            Manage Media in Agentforce Contact Center

            Deliver a consistent, professional, and compliant caller experience while giving admins full control over all your in-call audio. With Media Management, you can easily configure, organize, and assign audio file URLs for greetings, announcements, and hold music without relying on engineering support.

            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.

            1. From Setup, in the Quick Find box, enter Voice, and then select Media Management.
            2. In the Media File Library tab, click Add Media File.
            3. For the Media File Name, enter a unique name that appears in the Media File Library.
              You can enter up to 255 characters, including letters, numbers, spaces, underscores, and hyphens. Special characters aren’t supported.
            4. In the Media File URL field, paste a valid, publicly accessible URL to a playable MP3 or WAV file that’s 15 to 60 seconds long. Make sure the file can be played without requiring a login or authentication.
            5. Save the changes.
              The media file URL is added to the Media File Library, where you can view and manage all media file URL uploads.
            • Add Media Files as URLs
              Add media file URLs to the Media File Library to use audio for greetings, announcements, and hold music in your call flows.
            • Assign Media Files URLs to Default or Custom Media
              When configuring a call flow, you can assign audio files to system-defined touchpoints or use custom media names. Supported default media names include the welcome message that plays at the start of a call, on-hold music that plays while the caller is waiting to be connected to a representative or placed on hold, and the call recording message that plays before the call recording begins. You can use the added media file URLs for these touchpoints or replace them with files from your media library to match your branding and compliance requirements.
            • Add New Custom Media
              Assign media file URLs from your repository to each custom media name. You can use the one you uploaded. Update or replace the assigned media at any time.
            • Edit Custom Media
              Admins can update or replace the audio file assigned to a custom media name at any time. This ensures that the caller experience remains up to date without needing to reconfigure the entire call flow.
             
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