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Voice Call Conversation May Show Duplicate Transcripts in Salesforce Voice

Publiseringsdato: Apr 14, 2026
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This article applies to Salesforce Voice (formerly Service Cloud Voice) with Amazon Connect, and Salesforce Voice with Partner Telephony from Amazon Connect.

When using Salesforce Voice with Amazon Connect, the transcription happens on the Amazon side and the transcripts are pushed to Salesforce so that users can see the transcripts on the conversation page of the voice call record.

If you are seeing duplicate entries of the transcript in the conversation, that probably implies that Salesforce is receiving the duplicate transcripts from Amazon side.

This generally happens if you are using both Amazon transcribe and Contact Lens for transcription in your contact flows on the Amazon Connect.

 

Løsning

To confirm if you are using Contact Lens, open a flow on Amazon side and check if there is an element called 'Set recording and analytics behavior'. Under this element, check if 'Enable speech analytics on agent and customer voice recordings' is enabled under 'Contact Lens speech analytics'. If this is enabled, then it means that you are using Contact Lens for transcription

 

If your flow doesn't have the above 'Enable speech analytics on agent and customer voice recordings' enabled or if it doesn't have a 'Set recording and analytics behavior' element, check if there is an Invoke AWS Lambda element function where 'kvsConsumerTrigger' function is used. If this function is used, that implies that you are using Amazon transcribe

Here are the steps to identify if you are using Amazon transcribe and Contact Lens together:

 

  1. Determine if the transcripts are duplicated for Inbound calls or Outbound calls
  2. You will have to ensure that only one instance of either Amazon transcribe or Contact Lens is executed during the lifecycle of the voice call
  3. If the transcripts are duplicated for Inbound calls, check the below flows to confirm that Amazon transcribe and Contact Lens are not used together 
    1. Check the Inbound contact flows associated to the corresponding phone number
    2. Check if there are any sub-flows in the contact flow and check the sub-flows
    3. Check Agent whisper flows
  4. For example, the Inbound contact flow could have been configured to use Amazon transcribe while the Agent whisper flow has Contact Lens enabled. In this scenario, you may see duplicate transcripts. You will have to change one of these flows to remove either Amazon transcribe or Contact Lens
  5. Similarly, for Outbound calls, check the Outbound whisper flows and sub-flows to confirm that Amazon transcribe and Contact Lens are not used together 

 

NOTE : You can check contact flow logs on CloudWatch to see all the different flows which are executed for a specific voice call. This will help you to identify the flows which are actually being used

Knowledge-artikkelnummer

004695740

 
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