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Enable Agentforce Voice for Employee Agents
Turn on Agentforce Voice for an employee agent so your users can have voice conversations with it in the Salesforce app — handy for hands-free moments like Pre-Visit Prep and Post-Visit Updates, including while driving.
Agentforce must be turned on for your org. You need an existing employee agent, or you can create one as part of this process. Agentforce Voice currently supports employee agents only; other agent types, such as service agents, aren't supported yet.
To enable Agentforce Voice for an employee agent:
- From Setup, in the Quick Find box, enter Einstein Setup, and turn on Einstein.
- Turn on Agentforce.
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In Agent Builder, open the employee agent you want to enable for voice, or create a new
employee agent.
For general steps on creating an agent, see Create an Agent.
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Add a voice script to the agent, and configure the voice settings.
For more on writing agent script in the new Agent Builder, see Agent Script.
Setting Description voice_id The ID of the voice model your agent uses for text-to-speech. Defaults to "UgBBYS2sOqTuMpoF3BR0" ("Mark"). To use a different voice, open the agent in Agent Builder > Connections > Voice and choose from the picklist there. outbound_speed Speech rate. Accepts 0.5–2.0 (0.5 = slow, 1.0 = normal, 2.0 = fast). Default is 1.0. outbound_stability Voice consistency. Accepts 0.0–1.0 (lower = more emotional range, higher = more stable). Default is 0.65. outbound_similarity How closely the voice matches the reference voice. Accepts 0.0–1.0. Default is 0.75. -
Save your changes, then commit and activate the agent.
Activating an agent with voice settings automatically enables the voice modality for that agent in the Salesforce app — you don't need to set up an additional connection, such as Telephony or Enhanced Chat, to make voice work.
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Assign the permission set that grants access to the voice-enabled agent to the users
who need it.
For details on managing agent access, see Manage Employee Agent Access.
After setup, your users open the Salesforce app and see a voice option for any agent that has voice turned on — handy for Pre-Visit Prep and Post-Visit Updates. While driving, the app integrates with CallKit to provide basic in-vehicle controls, like mute and end call.
