Agentforce for Voice Setup

Setting up a seamless voice-driven customer experience in Salesforce involves coordinating multiple components across Service Cloud Voice, Agentforce, Data Cloud, and your connected telephony platform. This guide walks through every step required to get your Agentforce Voice Agent up and running, route inbound calls intelligently, and manage escalations smoothly.

1. Prerequisites

Before beginning, ensure you have:

• Service Cloud Voice

• Enable Generative AI

• Agentforce for Voice Add-On Licenses
  (If these are missing, contact your Salesforce Account Executive.)

• Data Cloud enabled

These elements are foundational for creating voice agents and routing calls.

2. Create an Agentforce Agent

1. Navigate to Agentforce Agents in Setup.

2. Create a new agent using the Agentforce Service Agent template.

3. It’s best practice to create a dedicated agent specifically for voice workflows.

4. Configure your use case by adding the required Topics and Actions, which determine what the agent can understand and perform.

3. Set Up Connections

1. Open the Connections tab.

2. Enable the new Connections panel experience.

1. Add a new Telephony connection.

2. Configure the telephony integration.

Once the connection is active:

• Set up an inbound Omni-Channel routing flow that directs calls to the Voice Agent.

• Create a separate Escalation Omni-Channel flow. This is crucial, its role is to disconnect the Agentforce agent so the telephony system regains control to route the call to a human agent.

• Add the activated escalation flow to the telephony connection for your agent.

4. Configure Adaptive Response Formats

To enhance your Voice Agent capabilities:

• Go to Adaptive Response Formats.

• Configure features such as:

  • Voice tuning

  • Voice type selection

  • Advanced behavior settings

These allow you to tailor how the agent communicates.

5. Phone Number Procurement & Channel Setup

A. Procure a Phone Number

1. Visit the Agentforce Voice Setup page.

2. Request a new phone number for your voice solution.

3. Select the country, number type, and then choose an available number.

4. Review and confirm.

B. Create & Activate the Channel

1. From the same setup page, create a new channel.

2. Map the procured phone number to the inbound Omni-Channel flow you created earlier.
   (Do not assign the escalation flow here.)

3. Save the channel.

4. Activate it, this step is mandatory. Without activation, calls will stay stuck in a ringing state.

6. Telephony System Configuration

Set up your telephony platform (e.g., Amazon Connect) to communicate with Salesforce.

A. Configure Inbound Call Transfers

• Ensure the telephony system creates a VoiceCall record in Salesforce for every call.

• In Amazon Connect, this is done via a Lambda Function that calls the createVoiceCall API method(this is specifically for Amazon as telephony provider).

• After the record is created, add a Transfer to Phone Number block.

• Use the procured Salesforce phone number as the destination.

7. Set Up Escalation Logic in the telephony flow

To handle cases where the Voice Agent hands off the call:

1. Edit the inbound flow in your telephony system.

2. In the Transfer to Phone Number block, enable Resume flow after disconnect.

   • This ensures the telephony system regains control once the Agentforce agent disconnects.

3. After disconnect, configure the flow to route the caller to a human representative or another endpoint.

8. Final Touches & Monitoring

To maintain call continuity and visibility:

A. Connect Related Calls

Enable Connect Related Voice Calls in Agentforce Voice Setup.
This links the original call record with the agent interaction, preserving context.

B. Call Recording

Turn on Record Voice Calls with Agents if you want full interaction recordings for monitoring or training.

C. Monitor Agents

Supervisors can track live agent interactions and transcripts from the Agentforce tab in Omni Supervisor.

Conclusion

By completing these steps, you establish a fully functional, intelligent call routing setup within Salesforce. Your Agentforce Voice Agent will be ready to handle customer interactions, escalate when needed, and seamlessly coordinate with your telephony provider.

This foundation empowers your organization to deliver faster, smarter, and more efficient voice support—enhancing both customer experience and agent productivity.