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new featureAgentforce Contact Center Voice
Handle Off-Hours and Busy-Hour Calls with Voice Message Capture
Callers can leave voice messages during busy or off hours that are automatically recorded, transcribed, summarized, and attached to callback requests with full context. Capture them with a conversational Agentforce agent or the Capture Voice Message flow action inside an Omni-Channel flow. Requires the Agentforce Contact Center Admin (Salesforce Voice) permission set.
identifiers
Capture Voice MessageOmni-Channel flowcallback request
flags
off by defaultno action required
- how
- Add the Capture Voice Message flow action to an Omni-Channel flow, or use a conversational Agentforce agent.
- who
- Needs the Agentforce Contact Center Admin (Salesforce Voice) permission set.
- when
- where
- Salesforce Voice (Native Telephony).