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Add Channel-Object Linking Rules for Voice Calls (Beta)

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Add Channel-Object Linking Rules for Voice Calls (Beta)

Create object-linking rules for incoming customer voice calls. When a support rep accepts a call in the workspace, prompt them to choose from recommended contact records, search for a record, or add a new one. The phone channel supports linking only to contact records.

Required Editions

View supported editions.

Setup Steps in Lightning Experience:

  1. Set up Voice before creating your channel-object linking rules.
  2. In Setup, enter Channel-Object in the Quick Find box. From the Channel-Object Linking setup page, click New Linking Rule to start the guided flow.
  3. Select the Phone channel type and the object to link, such as Contact. Create a rule name and description. Set rule actions for these scenarios: Action for No Record Found and Action for Single Record Found. Save your work.

    For example, if no matches are found for a contact, you can include a rule to automatically create and link a record. Or you can prompt the support rep to search for a record or create a record. If only one matching record is found, you can set a rule to automatically link the record, or show a prompt. The prompt asks the support rep to pick the suggested record, search for a record, or create a record.

  4. After completing the Phone setup, add the Object-Linking Notifications background utility in Lightning App Builder to show the prompts as toast messages in the Service Console.
    Screenshot of the Lightning App Builder window with a picklist to select Object-Linking Notifications to generate messages to the support rep.]
 
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