Use voice and Softphone
Voice conversations use the same conversation workspace as chat and email. When a conversation has an active voice session, CXP shows Softphone controls in the conversation right rail.Prerequisites
Before using voice:- Your browser has microphone permission when joining a call.
- You are assigned to or otherwise authorized to join the conversation.
- The conversation has an active joinable voice session.
- Your network allows the configured voice media connection.
Join a voice session
Open the conversation and use the Softphone control in the right rail. Depending on the channel, the action may appear as:- Join Call for phone voice.
- Join voice for widget voice.
In-call controls
Available controls depend on the active voice flow, but can include:- Mute or unmute yourself.
- Hold or resume when supported.
- Disconnect from the session.
- Review transfer or conference controls when available.
Voice transcript and recordings
Voice activity can appear in the conversation timeline as transcript rows and call recording entries. Transcript rows help agents follow context during and after the call. When recording playback is available, use it for review and quality checks according to your tenant policies.AI and human handoff
An AI Assistant can answer a voice interaction first, gather context, and hand off to a human when needed. During handoff, CXP keeps the conversation as the source of truth so the agent sees customer context, transcript information, and AI summary data in the workspace.Troubleshooting
If you cannot join:- Confirm the conversation still has an active voice session.
- Confirm you are assigned to or authorized for the conversation.
- Check browser microphone permissions.
- Refresh the conversation if the call state changed recently.
- Ask an administrator to confirm phone and routing configuration.