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            Record Voice Calls with Agents

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            Record Voice Calls with Agents

            To record the conversations between customers and Agentforce agents, turn on the recording. By default, the recording is turned off.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions, and Salesforce Voice add-ons.
            Note
            Note When you turn on call recording, inform call participants and obtain their consent.

            (For PSTN only) Turn on Voice Call Recording

            To record the conversations between customers and Agentforce agents, turn on the recording. By default, the recording is turned off.

            1. From Setup, in the Quick Find box, enter Agentforce Voice, then select Agentforce Voice Setup.
            2. Under Setup Steps in the Agentforce Voice Setup page, enable Record Voice Calls with Agents.
            3. To override the Record Voice Calls with Agents setting for individual agents, add a Set Recording and Transcription Behavior invocable action to the Omni-Channel flow that routes calls to agents. Use this invocable action to turn off voice call recording and transcription for an agent.

            (For SIP only) Turn on Voice Call Recording

            Salesforce doesn’t support voice call recording when using SIP. If your partner telephony system provides the recording, you can reference it. If the partner telephony doesn’t support call recording, then the recording isn’t available on the voice call record or in Agentforce Studio.

            To disable voice call transcription for individual agents, add a Set Recording and Transcription Behavior invocable action to the Omni-Channel flow that routes calls to agents. For SIP, this invocable action impacts transcription only, as call recording is enabled externally to Salesforce.

             
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