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Salesforce Voice: "We can't load the recording. Try again later." error in Call Audio Player on Voice Call record page

Дата публикации: Nov 10, 2025
Описание

In Salesforce Voice (formerly Service Cloud Voice), users cannot play recordings on the Voice Call record. This occurs if the "Call Audio Player" component is placed in a narrow region of the Lightning Record Page, displaying the error: "We can't load the recording. Try again later."

Решение

This behavior is expected as the "Call Audio Player" component is not supported when placed in a narrow region of a Lightning Record Page.

To resolve this issue:

  1. Edit the Voice Call Lightning Record Page.

  2. Move the Call Audio Player component from the narrow region (e.g., the sidebar) to a wider region (e.g., the main content area).

  3. Save and activate the changes to the page.

  4. Return to the Voice Call record and verify that the recording can now be played.

Дополнительные ресурсы

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

Номер статьи базы знаний

005228221

 
Загрузка
Salesforce Help | Article