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Salesforce Agents Cannot View Voice Call Recordings

Publiceringsdatum: Jun 9, 2026
Beskrivning

Salesforce Voice (formerly Service Cloud Voice) agents may no longer be able to see Voice Call recordings on the VoiceCall page in Salesforce.
This issue is caused by Amazon Connect's updated permission requirements for reviewing recorded conversations. Agents who previously had access to call recordings will lose visibility on the VoiceCall page if their Amazon Connect Agent security profile has not been updated with the required permissions.


To learn about the permission requirements for Voice Call Recordings, check out this Amazon documentation:


Reference to Salesforce Documentation

  
  

Lösning

This article explains how to re-enable access to Voice Call recordings for Salesforce Voice agents by updating their Amazon Connect security profile permissions.

Why Agents Cannot See Voice Call Recordings

Amazon Connect updated its permission requirements for reviewing call recordings. The VoiceCall page in Salesforce displays recordings using data retrieved from Amazon Connect. If an agent's security profile in Amazon Connect does not include the required permissions, the recordings are not accessible through Salesforce.

How to Re-Enable Access to Voice Call Recordings

To allow an agent to view call recordings, assign the following three permissions to their Agent security profile in Amazon Connect:

  1. Contact Search — Allows the agent to search for and access recorded contacts.
  2. Recorded conversations (redacted) — Allows the agent to listen to redacted versions of call recordings.
  3. Recorded conversations (unredacted) — Allows the agent to listen to the full, unredacted recordings.

Steps:

  1. Log in to your Amazon Connect instance.
  2. Navigate to Users > Security profiles.
  3. Select the security profile assigned to the affected agent.
  4. Under the Recording and screen recording permissions category, enable the three permissions listed above.
  5. Save the security profile.
  6. Have the agent refresh their Salesforce session to verify that recordings are now visible on the VoiceCall page.


  
  

Ytterligare resurser

 Assign Permissions to Review Recordings of Past Conversations : https://help.salesforce.com/s/articleView?id=000396066&type=1

Configure Your Amazon Connect Instance : https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-instances.html

Listen to and Collaborate on Voice Call Recordings : https://help.salesforce.com/s/articleView?id=service.voice_agents_listen_call_recordings.htm&type=5

Knowledge-artikelnummer

000396066

 
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Salesforce Help | Article