Connecting Related Voice Calls

When an incoming call is transferred to an Agentforce agent or a human service rep, a separate voice call record can be created in Salesforce for that leg of the call. As a result, you might have multiple voice call records for conversation with a customer. To provide a single, comprehensive view and preserve the call context, connect these related voice call records. This connection enables more informed decisions, such as escalating the call to the appropriate rep based on all gathered information.

When you connect two voice call records, each record has a link to the other record in the Previous Call or Next Call field. Each voice call record includes details about that segment of the call, including the transcript and, if supported, recording.

If you are a Salesforce Voice with Telephony Providers customer, in many cases, the calls can be automatically connected. In other cases, you might have to manually configure the linking between calls. This section addresses how to connect related calls for different scenarios.

Note If you are not a Salesforce Voice with Telephony Providers customer, connecting calls isn’t supported. Salesforce creates the voice call between the customer and the Agentforce agent, but no other voice call records.

• Types of Voice Calls
  For each incoming call, you can have these types of related voice call records.
• Recommended Call Flow for Handling Calls
  The recommended call flow minimizes the number of voice call records and connects related records. When possible, use this flow for handling the different legs of the call.
• Alternative Call Flow for Handling Calls
  If your telephony partner creates a third call (VC3) to transfer the call to a human service rep, use this alternative call flow. For example, you might create a third call if you are unable to transfer VC1 to the rep. The section highlighted in yellow shows the difference between the recommended and alternative call flows.
• Connect the Initial and Agent Voice Call Records
  To preserve the call context across related voice call records, connect the voice call records associated with the same call. By default, Salesforce creates a voice call record that captures the conversation between the agent and customer. If you configured the telephony system to create a voice call record to capture the conversation between the rep and customer, turn on this feature to relate both records. The procedure varies based on whether you use PSTN or SIP to transfer voice calls.
• Connect the Rep and Other Voice Call Records
  If you create a Rep voice call record (VC3) for the conversation between the rep and the customer, connect the Rep voice call (VC3) to the others an Agentforce agent transfers the call to a human service rep. Because VC1 and VC2 are already linked, you can link VC3 to either VC1 or VC2.