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Phone conversations route through . When the AI phone agent hands off a call, your rep picks it up as a conversation in the Salesforce console — with the full transcript attached and a clear handoff reason.

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Pre-requisites

Create your AI Phone agent first. No calls can hand off until the agent exists and a number is bound to it — start with Create Phone Agent and come back here.

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How conversations land in Salesforce

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Setting up

1

Confirm the phone agent is live

Open Channels → Phone in the OpenCX dashboard. Your AI Phone agent should appear with an active number. Test a call to confirm the agent answers.
2

Confirm Live Messaging is connected

In Settings → Integrations, open Salesforce → MIAW. All six fields should be filled and saved.
3

Trigger a test handoff

Call the agent’s number and say something like “I need to speak with a person.” The AI should hand off.
4

Verify in the Salesforce console

The conversation should appear with the full call transcript attached. Confirm that routing attributes including OpencxSessionId are present, and that the handoff reason summary is visible.

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What the rep sees

  • A conversation in the Salesforce console routed through Omni-Channel.
  • The full call transcript (AI and caller, with timestamps) attached as messages on the conversation.
  • OpencxSessionId routing attribute — the trace key to the recording and full debug view in OpenCX.
  • The handoff reason (what the caller asked for, what the AI couldn’t resolve) in the conversation summary.

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Channel-specific details

The transcript is attached at handoff time, not live during the call. Reps see the conversation appear within a few seconds of the transfer or escalation flag.
Two handoff modes:
  • Live transfer — the AI bridges the caller to a configured phone number. The caller stays on the line. A Salesforce conversation still gets created with the transcript so your rep has context.
  • Logged escalation — the AI ends the call and creates the Salesforce conversation for a rep to follow up on a channel the caller prefers (email, SMS, callback).
Configure the handoff phone number per agent at Channels → Phone → select the agent → Agent Configuration.
When the caller is already a known OpenCX contact (matched by phone number), the identity token is authenticated. Unknown callers get an unauthenticated token with just the phone number until they identify further.
Audio recordings and per-turn AI reasoning live on the OpenCX side. The session detail in the Inbox opens the full playback, reasoning trace, and any tool calls the AI made during the call.

AI Phone Support

The channel itself — create the agent, configure, inbound and outbound.

Live Messaging setup

JWT credentials, routing attributes, and connection.

Salesforce overview

What Salesforce lights up across every channel.

Troubleshooting

Transcript missing, handoff not creating conversation.