---
title: "Displaying information to your agents (Voice Call Querying and Updating)"
slug: "displaying-information-to-your-agents-voice-call-querying-and-updating"
tags: ["Custom field", "SCV Only", "Service Cloud Voice", "Update Record component", "Voice Call", "Whisper Text"]
updated: 2026-08-28T14:43:19Z
published: 2026-08-28T14:43:19Z
canonical: "docs.natterbox.com/displaying-information-to-your-agents-voice-call-querying-and-updating"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Displaying information to your agents (Voice Call Querying and Updating)

You are able to query and update the Voice Call records from the Natterbox routing policies. This is the SCV version of the whisper text that can be added using the [Manage Properties app](/v1/docs/manage-properties-app) for Freedom users.

One of the key benefits this can provide is the ability to send information to the agents on the Omni Channel ahead of them answering calls.

The feature relies on providing the Query or Update components the macro **$(SCVVoiceCallId)** when setting the Record ID.

*Note: only inbound calls are supported.*

*Also note: access to the functional fields such as ‘****Call Type****’ and ‘****Call Status****’ are* ***disallowed*** *as they’re required for call routing purposes, so it’s recommended to always create a new* ***custom field*** *for sending information to the agent.*

This example will involve a customer selecting an option through an IVR and that option being sent to the agent’s Omni Channel to help provide them with context.

1. Create a custom field on the Voice Call object
  1. Navigate Setup > Object Manager
  2. Search and select **Voice Call**
  3. Navigate **Fields & Relationships** and select **New**
  4. Create your desired field (this example with be a **Text** field called **Product**) ![](https://lh5.googleusercontent.com/VdDqdKk7sB_ukti01aLlBGMZWy222tDJBnx9eC-oXw7SeKtPEQDQ0kt2VPczbtaVKN0K7_R7Ythmeh7JLOZUxebjMxChtDW-f_W5pVaD37InmiN-mq--nXZCyBw9OANRnbKkKe0kxkXxRuWGD4T1pw)
2. Configure the Work Item to display the new custom field
  1. Navigate **Compact Layouts** (from the Voice Call object manager settings)
  2. Click **New**
  3. Name your Compact Layout
  4. Move across the custom field
  5. Move across all other fields you wish your agents to see (it’s recommend to include the **Caller Number** at a minimum)

![](https://lh3.googleusercontent.com/CglA3PGel8XrP04hVQP2fw2w-9Q9GAbBIO1x4_5gXIFF8oQKDxfGNHbhA0wmN_5oSgPBTCsOwuPxeXaJ_ESmYzP6o59qmGSErxFKanl0cE4BHrJgjAs96gq_OHJ8iCrApX6wgQ7KG1-VgV4J6GiHhw)
  6. Click Save
  7. Click **Compact Layout Assignment**
  8. Click **Edit Assignments**
  9. Select the new compact layout from the drop
  10. Click Save
3. Configure a Update Record component to update the Voice Call object
  1. Navigate Natterbox App > Routing Policies
  2. Select your inbound routing policy
  3. Create a **Update Record** component before your **Connect** component
  4. Set the Record Type to **Voice Call**
  5. Set the Record ID to **$(SCVVoiceCallId)**
  6. Set the Field to your new custom field (example **Product**)
  7. Set the Value to your desired text you wish the agents to see (example **Product : Flatscreen Ultra HD TV**)

![Salesforce interface for updating a record with fields and options displayed.](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2025-03-03 at 13.52.19.png)
4. (Optional) Configure the logic on the routing policy to conditionally set this data
  1. Before your **Update Record** component create the conditional component (in this example it is an IVR / Switchboard component)
  2. Configure the conditions within your component and attach the relevant hook to your **Update Record** component for when you want your agents to see that information (in this example it is a switch option for the customer, if they press 1 for TVs, it will route to the **Update Record** component)

![](https://lh5.googleusercontent.com/wfUyNbUGnvKXmjTW328djiAP9qDnhJEvy7biKmHAZuKOqN8f790yk3JE78w-0fUhsurbtGv2OH7aHfEusNs60K9lQ0ASQR0jFDNhp4gRIa9SRri3ImCY-1O_mQh9nss3YlRwIyAR8CpoYvHgHZiBlg)

In this above example, when a customer calls in they will reach an IVR which will ask them which product they are calling about. Once they select an option from the IVR, the Voice Call object will be updated with that option and it will be displayed to the agent before they connect to the customer.

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image-1707476855045(1).png)

This is just one example benefit of querying and updating the voice call object ahead of a call, a few more examples include:

- Displaying information from related Salesforce records to the agent
- Enhanced reporting, by providing custom fields on the Voice Call with data from the call (Note Call Reporting and Voice Calls can be reported on together, see here)

Service Cloud Voice

An integration into Salesforce’s Service Cloud Voice app - Natterbox will act as the telephony provider for Service Cloud

Natterbox's newest user interface for voice communications that works within Salesforce, in a web browser, and on mobile.

## Related

- [Service Cloud Voice Introduction](/service-cloud-voice-intro.md)
- [Update a Record App](/update-a-record-app.md)