Voice Front Desk Agent

1. 01

   Greet and identify

   Open the call with the recording notice, find the caller and capture the reason.

2. 02

   Emergency routing

   Detect emergencies and transfer to the on-call person immediately.

3. 03

   Take message or book visit

   Record a message or book a visit, then send an SMS summary.

• The first sentence of every call is the recording and AI notice.
• If the transfer fails, tell the caller to call emergency services if anyone is in danger, create an Emergency Case and send an SMS to the on-call number.
• Never quote prices or promise arrival times.
• Keep each spoken reply to two short sentences. Ask one question at a time.
• Read back the address and callback number before ending the call.
• Transfer to a person if the caller asks for one, or if the agent fails to understand twice in a row.

Runs on Service Cloud, Agentforce Voice with a supported telephony setup, Messaging for SMS, Agentforce. Confirm editions and licenses with your Salesforce account team.

Salesforce products

Service CloudMessaging for SMSAgentforce

Editions and licenses

Agentforce must be enabled in your org. Confirm editions and licenses with your Salesforce account team; we check them in the first workshop.

Agent type

Agentforce Voice agent

From you

On-call number, business hours, emergency terms, and legal wording for call recording notices in your region.

Language

English. The agent writes in your locale and follows your wording settings.

Where it runs

Inside your Salesforce org. Records are read and written through the agent’s approved actions only.

Not included

Outbound calls and call campaigns. · Payments over the phone. · Multi-language voice. · Call recording storage and transcription reports. · Dispatching technicians by GPS.

Designed in full before a line is built, with 8 scripted test conversations. The numbers become verified results when the agent is delivered.

• Deployable sourceThe agent, its actions, objects and screens as Salesforce metadata, in your repository.
• Solution designA Solution Design Document with UML: architecture, data model, sequence and security.
• Test suiteApex tests on every action, plus scripted conversations replayed before every release.
• Least-privilege accessIts own permission sets, so the agent and your staff see only what the job needs.
• Runbook and handoverHow to run it, change its rules and roll back, with a walkthrough for your team.

• Least-privilege access

  It runs as its own user with a permission set written for this agent, so it can reach only what the job needs.

• Changes only through approved actions

  The agent cannot edit records freely. Every change goes through one of its 6 actions, each with one job.

• People make the big calls

  The first sentence of every call is the recording and AI notice.

• Runs inside Salesforce

  Agentforce runs on the Salesforce platform and its Einstein Trust Layer. Confirm which Trust Layer features apply to agents in your org with your Salesforce account team.

• Every change is on the record

  What the agent does lands as normal Salesforce records with their full history, so you can see who changed what and when.

• The review is free

  A 60-minute call with an architect about the Voice Front Desk Agent and your org, with a written plan you keep.

• A fixed-scope proposal first

  Before any work starts you get a written proposal with milestones. You approve it, or you do not.

• Timing follows scope

  How long it takes depends on your setup and your rules. The proposal states the milestones up front.

• Or inside a monthly plan

  Agents can be built and run through one of our monthly delivery plans, alongside your other Salesforce work.

Salesforce licenses, including Agentforce, are bought from Salesforce and are not part of our fee. See our plans and pricing →

• One-page brief (PDF)

  What it does, the rules it follows and what you need, on one page you can forward.

  Get the brief →

• Slide deck (PDF, 6 slides)

  For your team or steering group: the problem, what it does, the rules it follows and how we deliver it.

  Get the slides →

• Talk to an architect

  A free 60-minute session on how it would work in your org, with your processes, your data and your rules.

  Book a session →

• The whole library

  Every agent we offer, by business area.

  Browse agents →

Further reading from our architects

• The grounding checklist we run before an agent talks to a customerTwelve pre-flight checks we run before an AI agent is allowed near a real customer, each with the failure it catches and the fix. A go or no-go list, not a readiness score.
• Deflection that does not cost you the customerHow to measure service automation honestly, why deflection alone is a vanity metric, and an escalation design framework covering triggers, routing and carried context.
• Agentforce and Service Cloud: what actually connects to whatA reference architecture for Agentforce on Service Cloud: how channels reach the agent, what it can read at each hop, where the case object sits, and how escalation carries context to a human.

• What does the Voice Front Desk Agent do?

  The Voice Front Desk Agent answers the business phone when nobody can. It greets the caller, works out who they are, takes a message or books a visit, sends emergencies straight to an on-call person, and texts the caller a summary. After hours and busy period calls are captured as Cases, Leads or bookings instead of lost.

• Which Salesforce products does it run on?

  Service Cloud, Agentforce Voice with a supported telephony setup, Messaging for SMS, Agentforce. Confirm editions and licenses with your Salesforce account team.

• Where do people use it?

  Phone through Agentforce Voice, SMS summary through Messaging.

• What does it not do?

  Outbound calls and call campaigns; Payments over the phone; Multi-language voice; Call recording storage and transcription reports; Dispatching technicians by GPS.

• Is there a demo?

  Not yet. This agent is in our build program and is coming soon. We can scope it for your org now, and show you the agents that are already live.