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Salesforce Voice: Missing Transcription After Executing the 'Update a Voice Call Record' API during an Active Call.

Date de publication: Dec 5, 2025
Description

When executing the Telephony Integration API 'Update a Voice Call Record' during an active call, the subsequent transcription may stop showing up (be missing).

This occurs when the "isActiveCall" parameter is not explicitly set as as "True".

The "isActiveCall" parameter in the "Update a Voice Call Record" API indicates whether the conversation is still ongoing.

Since its default value is "False," when we run the API without explicitly setting  "isActiveCall" to "True," the voice call conversation gets closed and stops the transcription.

Résolution

To fix this issue, explicitly set the "isActiveCall" parameter to "True" in the request body when executing the Update a Voice Call Record API during an active Salesforce Voice call.

When building the JSON request body for this API call, include the isActiveCall parameter and set its value to true. This signals to Salesforce Voice that the call conversation is still ongoing and prevents the system from closing the transcription session prematurely.
For example, the JSON request body should include: the isActiveCall property set to the boolean value true. Omitting this parameter — or leaving it at its default value of false — causes the transcription to stop immediately after the API call.

Note: Always verify that isActiveCall is explicitly set to true whenever you call this API mid-conversation. This is especially important in integrations that update voice call records at multiple points during a call lifecycle.

Ressources supplémentaires

Salesforce Voice Developer Guide: Update a Voice Call Record API Reference

Numéro d’article de la base de connaissances

005232750

 
Chargement
Salesforce Help | Article