In this Blog Post, you will learn how to configure Voice for Employee Agentforce Agents in Salesforce Mobile. Step-by-step setup guide for admins, developers, and architects, including voice script parameters and performance tuning best practices.

How to Enable Voice in Salesforce Employee Agentforce Agents: A Step-by-Step Technical Guide

Enabling hands-free interaction within enterprise mobile workflows significantly enhances user adoption and operational efficiency. With Salesforce Agentforce, developers and administrators can extend Employee Agents beyond text interfaces by incorporating native voice capabilities.

Voice-enabled Employee Agents allow users to conduct conversational queries, execute actions, and navigate records directly within the Salesforce Mobile App—ideal for field workers, busy managers, and on-the-go professionals.

Technical Prerequisites

Before enabling voice interaction on an Employee Agent, ensure your environment meets the following requirements:

• Salesforce Mobile App: Updated to the latest release supporting Agentforce Voice features.
• Permissions: Manage Agents or Customize Application permission sets assigned in Setup.
• Agent License: Active Agentforce / Service Cloud Voice / Agentforce Employee license allocated to target users.

Step 1: Accessing Agent Builder

To configure voice capabilities, you must edit the agent definition within Agent Builder:

1. Log into your Salesforce org and navigate to Setup.
2. In the Quick Find box, enter Agentforce or Agent Builder and select Agents.
3. Locate the target Employee Agent from your list view, or click New Agent to create a fresh employee-facing persona.
4. Select Edit in Agent Builder.

Step 2: Configuring Voice Settings & Modality Script

Once inside Agent Builder, you need to define the voice modality parameters. Salesforce uses a declarative-to-code approach for controlling voice synthesis speed, stability, and similarity metrics.

Add the following configuration script to the voice settings section within Agent Builder:

modality voice:
    voice_id: "216811b84e3a"
    outbound_speed: 1
    outbound_stability: 0.5
    outbound_similarity: 0.75

Step 3: Testing on Salesforce Mobile

1. Publish/Save the agent updates in Agent Builder.
2. Open the Salesforce Mobile App on an iOS or Android device.
3. Launch your Employee Agent and tap the Microphone icon to initiate a voice conversation.

Code Snippet Parameters & Best Practices

When working with the modality voice configuration script, understanding how each parameter impacts voice synthesis ensures an optimal end-user experience:

• voice_id: "216811b84e3a"
  • Purpose: Maps the agent to a specific voice synthesis model/profile identifier.
  • Recommendation: Keep voice IDs uniform across sandbox and production environments. Document custom voice profile IDs within your team’s version control repository.
• outbound_speed: 1
  • Purpose: Controls the speech rate of the generated voice response (default baseline is 1.0).
  • Recommendation: Adjust between 0.85 and 1.15. Lower values (e.g., 0.9) improve comprehension for dense technical information or multi-step instruction sets. Higher values work well for concise status updates.
• outbound_stability: 0.5
  • Purpose: Regulates emotion and tone variation (0.0 = dynamic/expressive, 1.0 = steady/monotone).
  • Recommendation: Maintain a baseline of 0.5 for enterprise contexts. Increase toward 0.7 if the voice exhibits unpredictable cadence fluctuations during standard reporting queries.
• outbound_similarity: 0.75
  • Purpose: Determines fidelity to the target voice source profile while balancing audio artifact reduction (0.0 to 1.0).
  • Recommendation: A value of 0.75 strikes the optimal balance between high clarity and low voice distortion. Lower this parameter slightly (to 0.60–0.65) if users report robotic background noise over low-bandwidth mobile connections.

https://help.salesforce.com/s/articleView?id=xcloud.salesforce_app_agentforce_voice.htm&type=5