| name | sf-afcc-media-management |
| description | Manage audio media for native Salesforce Voice in Agentforce Contact Center. Use when uploading .mp3/.wav files, organizing the media library, creating and assigning custom and default media labels for IVR prompts, welcome messages, hold music, and recording announcements, and cleaning up unused media. |
| disable-model-invocation | true |
AFCC Media Management
Use This Skill When
- You need to upload and centrally manage audio files for voice experiences (IVR prompts, welcome messages, hold music, recording announcements).
- You need to create media labels that can be selected in Omni-Channel flows / Play Prompt.
- You need to update, replace, or delete media files or labels.
- You are migrating an existing org's media setup to the new Media Management page.
Prerequisites
- Permission set: Agentforce Contact Center Admin (Salesforce Voice).
- Editions: Agentforce Contact Center with Salesforce Voice — Enterprise, Unlimited, or Developer.
- Files must be .mp3 or .wav, up to 5MB each.
Core Workflow
- Add a media file
- Setup > Quick Find
Voice > Media Management > Media Library tab > Add Media File.
- Upload via Browse, drag & drop, or URL (public .mp3/.wav — Salesforce downloads and stores it).
- Agree to consent, then enter metadata: Media File Label (required; unique; max 100 chars; letters/numbers/spaces/hyphens/underscores only; no
/ \ # % ?; case-insensitive so holdmusic == HoldMusic) and optional Language for filtering. Save.
- Add a custom media label
- Media Management > Media Labels tab > New Media Label in the Custom Media Labels section.
- Enter a unique Media Label name describing the audio's use, select a Media File from the dropdown, Save. The label is now selectable in flows.
- Edit a custom media label
- Media Labels tab > Custom Media Labels > select the label > update the assigned Media File > Save.
- Edit a default media label
- Media Management > Default Media Labels section > Edit next to the label > select a different media file > Save.
- Delete a custom media file
- Media Library tab > find the file > Delete > confirm. If the file is in use, the system lists the labels referencing it (remove those first).
- Delete a custom media label
- Media Labels tab > Custom Media Labels > find the label > Delete. If referenced by an active IVR flow, deletion is blocked and references are listed — remove from those flows first, then delete and confirm.
Migration Notes (existing orgs)
Retry setup on the Media Management page to migrate data. During migration the system:
- Moves the custom Queue Music label to Default Media Labels (if it existed).
- Shows existing Music on Hold and Recording Announcement associations under Custom Media Labels.
- Renames a user file (adds a suffix) if its name collides with a new default (e.g., Default Hold Music).
- Prefers a Custom Hold Music file over the default Hold Music (Music on Hold) when a custom label exists.
- Links default files to default labels when none is linked; retains files tied to default Hold Music / Call Recording Message labels.
- Adds Music on Hold / Recording Announcement labels under Custom Media Labels only when a file is associated in IVR.
- Uses the Default Queue Music file for queue music unless a same-named label is explicitly configured.
Guardrails
- Enforce the naming rules and 5MB / .mp3 / .wav limits up front to avoid upload rejections.
- Labels are case-insensitive — avoid near-duplicate names.
- A custom label referenced by an active IVR flow cannot be deleted — remove references first.
- A media file in use by any label cannot be deleted — reassign or remove associations first.
Deliverables
- An organized media library with correctly named, compliant audio files.
- Custom and default media labels mapped to files and available in Omni-Channel flows.
- A clean-up plan honoring reference constraints.
Additional Resources
