Enable Agentforce for Service AI features on native Voice in Agentforce Contact Center. Use when turning on Conversation Catch-Up for Voice and configuring Work Summaries for Voice — creating summary fields and a quick action, adding Einstein Field Recommendations to the Voice Call page, and mapping summary fields with Voice Call as the response destination.
Enable Agentforce for Service AI features on native Voice in Agentforce Contact Center. Use when turning on Conversation Catch-Up for Voice and configuring Work Summaries for Voice — creating summary fields and a quick action, adding Einstein Field Recommendations to the Voice Call page, and mapping summary fields with Voice Call as the response destination.
disable-model-invocation
true
AFCC Agentforce for Service (Voice)
Use This Skill When
You want AI Conversation Catch-Up (supervisor/agent) on voice interactions.
You want automatic Work Summaries (issue, summary, resolution) on Voice Call records.
You need to map generated summaries to fields and surface them in the console.
Prerequisites
Working Voice channel and (ideally) Agentforce Voice agent.
Run the Einstein for Service Gen AI Setup Q-Brix (App Launcher > Q Branch > Demo Wizard) OR manually enable the specific A4S features you need. Wait for success before continuing.
Temporary: enable Setup > Partner Telephony Setup > Turn on Voice with Partner Telephony to ensure work summaries generate at call end.
Core Workflow
Confirm Conversation Catch-Up for Voice
Setup > Einstein Work Summaries > Conversation Catch-Up tab > confirm Supervisor and Agent summaries are both On.
Create Voice Call summary fields
Setup > Object Manager > Voice Call > Fields & Relationships > create three Text Area (Long) fields on the Voice Call layout: Call Issue, Call Summary, Call Resolution.
(Optional) Reuse existing case fields (Close Summary, Contact Reason, Resolution) and the case "Work Summarization" quick action instead of creating new Voice Call fields.
Create a Voice Summaries quick action
Voice Call > Buttons, Links, and Actions > New Action > Type = Update a Record, Label = Voice Summaries > Save > drag the three new fields onto the action layout > Save.
Add Einstein Field Recommendations to the record page
Object Manager > Voice Call > Lightning Record Pages > Voice Call - Default > Edit > drag on Einstein Field Recommendations > set its Update Action to Voice Summaries > Save.
Map the field mapping in Work Summaries
Setup > Einstein Work Summaries > Voice Calls tab > Edit (fields may take a few minutes to display): Response Destination = Use this Voice Call; Summary = Call Summary; Issue = Call Issue; Resolution = Call Resolution > Save.
Toggle Voice Call Summaries to On.
Guardrails
A conversation needs at least 10 text-based entries before a summary or catch-up can generate.
Blank summaries (no text at all)? Check for duplicate active prompt templates — only one Voice Call Summary / Summarize Voice Calls template should be active. If none is listed, apply the temporary Partner Telephony enablement above.
The DTMF IVR journey isn't transcribed, so it won't contribute to the transcript entry count.
Deliverables
Conversation Catch-Up enabled for supervisors and agents on voice.
Work Summaries generating into mapped Voice Call fields, surfaced via Einstein Field Recommendations.
A validated summary on a call with 10+ transcript entries.
Additional Resources
See also the "Generative Service Agentforce - SDO Setup Guide" for A4S across channels.
