What Is Agentforce Voice?
Agentforce Voice is Salesforce's capability for letting Agentforce AI agents hold spoken conversations on phone calls. Instead of a fixed phone menu, callers talk to an AI agent that understands natural speech, uses Salesforce data to answer or take actions, and hands the call to a human agent when needed.
How it works in Salesforce
Agentforce agents are configured in Salesforce with topics, instructions and actions, such as looking up an order or updating a Case. Agentforce Voice adds the voice layer: speech recognition to understand the caller, a natural-sounding voice to reply, and a connection to your contact center so calls can be transferred to people.
Before choosing it, teams usually check:
- Which Salesforce products and licenses it requires today, as Salesforce's packaging changes.
- How it connects to the telephony and contact center setup you already use.
- How calls, transcripts and outcomes are logged on Salesforce records.
- How handoffs to human agents keep the conversation's context.
Example
A customer calls to reschedule a delivery. The AI agent identifies the customer, finds the order in Salesforce, offers new dates and updates the record, then ends the call without an agent.
How 360 CTI handles it
360 CTI offers its own AI Voice Agent for Salesforce, which handles inbound and outbound calls, syncs to Salesforce records and passes calls to live agents with context. See AI Voice Agent.
Related questions
Follow-up questions
Is Agentforce Voice the same as an IVR?
No. An IVR follows a fixed menu. Agentforce Voice uses an AI agent that understands natural speech.
What do I need to use Agentforce Voice?
Check Salesforce's current requirements, because the products and licenses involved can change.
Are there alternatives to Agentforce Voice for Salesforce?
Yes. Several Salesforce calling providers, including 360 CTI, offer AI voice agents that work with Salesforce data.
See how 360 CTI handles this in your Salesforce org.