Up next in 10
Building Salesforce Agentforce Voice: A Technical Guide to the New Agentforce Builder
May 7, 2026
Show More Show Less
View Video Transcript
0:07
Hello everyone. In this video, we are
0:09
going to see how to connect Salesforce
0:13
agent force voice in the new agent force
0:16
builder. In this new agent force
0:19
builder, we make use of uh agent script
0:24
to develop agent force agents. We have
0:27
both uh canvas and also script preview
0:32
so that you will be able to code your
0:35
agent force agent in the new builder or
0:37
you will be able to configure it using
0:40
the canvas uh uh preview.
0:44
Now we can connect the tele telephone
0:48
provider voice channel in your new agent
0:52
force builder. So here this is my uh
0:57
agent for uh service agent
1:00
in the connections.
1:02
Now we have the option of connecting
1:04
your telephoneony channel. So you can
1:09
since it is uh committed I'm not able to
1:13
see a plus icon here. With the help of
1:15
plus icon, you will be able to select
1:17
telephon and then you will be able to
1:20
configure both the routing and as well
1:23
as the behavior.
1:25
If you go to canvas,
1:28
you will be able to see the behavior
1:30
whether it supports adaptive response
1:33
formats and also we will be able to see
1:36
the routing.
1:40
This voice routing to agent force is my
1:43
omni channel which routes the voice call
1:46
record to the agent force service agent.
1:52
If you look at the script view, this is
1:55
how it will look.
2:01
Okay. So this is my uh
2:05
voice channel. I'm using agent force
2:07
contact center. contact center as a
2:10
service channel and here I'm making use
2:14
of voice routing to agent force this is
2:16
my omni channel flow in the omni channel
2:18
flow I am playing a prompt after the
2:22
prompt is played I have selected uh
2:26
phone as the service channel route two I
2:29
have selected agent for service agent
2:31
and this is the agent for service agent
2:34
which we just saw so if I scroll proper
2:39
agent for service
2:42
is the name of the agent for service
2:43
agent.
2:47
Let's see a quick demo. I'm in command
2:50
center for service. Previously this one
2:52
was called as omni supervisor.
2:55
Let's see a quick demo.
3:02
>> Welcome to infallible techie. We are
3:04
happy to assist you.
3:09
Now the omni channel was invoked.
3:11
>> Service assistant, how can I help you?
3:14
>> Hi, I need help to expedite an order.
3:18
So, how to expedite an order?
3:23
>> To expedite your order, open your
3:24
account, select the order details button
3:26
on the homepage, click your order
3:28
number, expand the expedite order
3:30
section, and click the expedite button.
3:32
If you need more help with any of these
3:33
steps, let me know which part you are
3:35
having trouble with.
3:38
>> I think these steps are fine. Thank you
3:40
so much.
3:43
>> You are welcome. If you need any more
3:45
help with your order or have questions
3:47
in the future, feel free to ask. Have a
3:49
great day.
3:50
>> Thank you.
3:59
>> Please check the video description. In
4:01
the video description, I have shared my
4:03
blog post. From the blog post, you will
4:05
be able to get the sample agent script
4:08
which was referenced in this video for
4:10
your reference.
4:26
I hope it was helpful.
4:35
Thank you for watching.
#Internet Software
#Science