Keeping Call Properties on a Transferred Voice Call

Please note: this guide is only for SCV users.

When a call is transferred with SCV, a new Voice Call record is created for the next leg of the call. If you want to carry over the call properties to the second voice call record, you will need to use a Salesforce Flow. Call properties could include related records or whisper text. This is a very similar to the Salesforce Flow needed for callbacks with SCV.

This is separate to how the call reporting records are created and update with call properties.

Salesforce Flow Instructions

1. Create a ‘Record-Triggered Flow’

2. The conditions should be (AND):

   1. A Voice Call record is created

   2. Call Type = Transfer
      
      
      

3. Then, you want to update the second Voice Call record with the previous Voice Call info (this will be specific for your setup).
   
   
   

4. Save & Activate

Additional Customisation

If calls are being transferred between agents with a related case that needs to transfer ownership, you can add some additional steps to the Salesforce Flow above to automate that.  This guide presumes the case is already related to the original voice call record. Here is the logic to follow:

1. After ‘Update the Previous VC Information’, find the case related to the previous call id.

2. Update the case owner with the user related to the triggering record.