Post-Call Actions

This section provides guidelines about how to fine-tune post-call actions.

This guide is for telephony providers who are creating a solution that integrates Salesforce Voice with their telephony system. If that’s not you, see the Salesforce Voice with Telephony Providers Implementation Guide or Salesforce Help. To update your solution to include Bring Your Own Channel for CCaaS Messaging capabilities along with Salesforce Voice, see the Bring Your Own Channel Developer Guide.

Important

Call Recordings

Each voice call supports one call recording. If a participant is added to the call, each of the component voice calls can be updated to list the recording URL and duration details.
Post-Call Contact Record Sync with the Update VoiceCall API

This API updates a VoiceCall record after the call has ended. Use this API to update call-related parameters that are unavailable during the VoiceCall creation stage, such as callDuration and numberOfHold.
After Conversation Work

After Conversation Work (ACW) gives reps a set amount of time after a customer conversation to wrap up their work before they start a new conversation.
Mean Opinion Score (MOS)

Support MOS using Salesforce Voice with Partner Telephony.