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            Create a Voice-Enabled Service Agent

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            1. Salesforce Help
            2. Docs
            3. Quickstart Your Einstein Generative AI Solution

            Create a Voice-Enabled Service Agent

            To create a voice-enabled agent, create a new agent, add a voice-enabled connection, such as Telephony and configure voice mode settings.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions, and Salesforce Voice add-ons.
            User Permissions Needed  
            To build and manage Service Agents:

            Manage Agentforce Service Agents AND Manage AI Agents

            OR

            Customize Application

            Before you begin, Set up Einstein Generative AI, Enable Agentforce, and review the considerations in Agentforce Voice.

            Think of your agent’s configuration as three key categories of settings to help you determine areas to customize: Agent settings serve as the foundation by defining the agent's core identity, while subagents and actions build out capabilities tailored to your specific use cases. Finally, connection settings focus on the environment, managing the details unique to your chosen deployment channels.

            Create a Voice-Enabled Agent in Agentforce Builder

            1. From the App Launcher, enter Agent, and then select the Agentforce Studio app.
            2. On the Agents tab, click New Agent.
            3. Select an Agentforce Service agent template. Under Agent Details, select or create an Agent's User Record for this agent. To securely access data and perform actions, Service agents operate as an agent user, or a Salesforce integration user with all the permissions that the agent needs to do its job.See Best Practices for Agent User Permissions.
            4. Enter the agent's name and then click Let's Go.
            5. In the Settings section, define the settings that determine how your agent behaves in conversations, such as system messages and language settings. Under language settings, set the default language or allowed languages to a supported language for voice. For more information about the languages and locales Agentforce Voice supports, see Agentforce Voice Considerations.

              When configuring your agent, make sure that any languages enabled under Language Settings are also supported with the available personas under Voice Settings.

            6. In the Subagents section, manage and customize your agent's subagents and actions.
            7. In the Data section, select a data library. The Answer Questions with Knowledge action grounds your agent's responses with it. To create or manage data libraries, see Setting Up Data Libraries.
            8. Click Preview to test out your agent and confirm that it performs as expected and meets your security standards. You can simulate your agent’s behavior with mock data without risking any changes to your actual data or org. Use trace to dig into the steps the agent performed, and ask Agentforce to help you understand your agent’s behavior at any step. See Preview and Test in Agentforce Builder for more details.
            9. Connect your agent to a voice-enabled channel, such as Telephony, to enable voice functionality. By default, the system applies English (United States) as the language and Mark as the voice.
            10. Use voice settings to customize and align with your brand and use case. This is required, if your agent requires a language other than English (United States). See Customize the Voice for Your Agent.
            11. When you’re ready to use your agent outside of the builder, click Commit Version. You must commit an agent version before you can activate it. Committed versions can’t be edited. To continue making changes after committing, create a new version by clicking New Version. See Versioning and Editing Agents for more information.
            12. When you're ready, activate your agent.

            Create a Voice-Enabled Service Agent in the Legacy Builder

            1. From Setup, in the Quick Find box, enter Agent, and select Agentforce Agents.
            2. Click New Agent.
            3. Select Create from a Template, select the Agentforce Service Agent template, and then click Next.
            4. Review the agent's subagents and actions that come with your template. You can customize these subagents and actions later, but if any of them don’t apply to your use cases, remove them, and then click Next.
            5. Define your agent's settings, such as system messages and language settings. These settings determine how agents behave and present themselves in conversations.
              Your agent’s welcome message is an opportunity to establish customer transparency and trust. When you customize your agent’s welcome message, introduce your agent as an AI assistant or AI agent so your users know they aren’t chatting with a human. If your agent introduces itself by a human-sounding name, consider pairing it with a title that emphasizes the job, task, or service the agent provides. For example, “Hi, I’m Robbie, an automated returns agent."
            6. Under Agent User, select New Agent User. Then click Next. To securely access data and perform actions, Service agents operate as an agent user–a Salesforce integration user with all the permissions that the agent needs to do its job. Creating a new agent user in the guided setup creates an agent user record with minimal access so that your agent is secure by default. Grant the agent the additional access that it needs. See Best Practices for Agent User Permissions.
            7. Select a data source to ground your agent responses with the Answer Questions with Knowledge action. Then click Create. If you don't want to use any of the available data sources, you can create a library to limit Agentforce Service agents to specific articles or uploaded fields. See Assign a Data Library to Your Agent.
            8. Configure your agent with subagents, actions, and other agent assets.
            9. Add a telephony connection to your agent and select a voice for your agent. This is the step that enables your service agent with voice.
            10. When you're ready, activate your agent.

            You can use voice-enabled agent in your Telephony solution. For more details and instructions, see Connect a Service Agent to Partner Telephony .

             
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