For Salesforce admins. Complete these steps once to enable CloudTalk inside Service Cloud Voice. After setup, agents can follow the Salesforce Service Cloud Voice guide to make, receive, and transfer calls.
User level: Admin
Before you start
You'll need:
A Salesforce org with Service Cloud Voice available
System Administrator access in Salesforce
The contact center certificate provided by CloudTalk during onboarding (do not source this from anywhere else)
Step-by-step setup
Step 1: Enable Service Cloud Voice
Open Setup and search for Voice.
Enable the feature under Feature Settings > Service > Voice.
Step 2: Configure the Partner Telephony permission set
In Setup, go to Permission Sets and open Partner Telephony Permission Set.
Open App Permissions > Edit and enable:
Control Call Recording
Salesforce Voice Contact Center Admin (Partner Telephony)
Salesforce Voice Contact Center Rep (Partner Telephony)
Salesforce Voice Contact Center Supervisor
Save.
Step 3: Assign the permission set to users
Go to Setup > Users > Permission Set Assignments.
Assign Partner Telephony Permission Set to each agent, and to at least one admin who will manage the contact center.
The Contact Center admin permission is required to install or update the contact center certificate in the next step.
Step 4: Create the contact center
In Setup, open Voice > Partner Telephony Contact Centers and create a new contact center.
2. Add the public key certificate provided by CloudTalk. Paste the full certificate block, including the BEGIN/END lines.
-----BEGIN CERTIFICATE----- [Paste the certificate CloudTalk provided during onboarding] -----END CERTIFICATE-----
3. Add your agents as users of the contact center.
Step 5: Configure Trusted URLs (CSP)
In Setup, open Security > Trusted URLs.
Add the CloudTalk CDN URL for your environment:
Environment | URL |
Production |
|
Stage |
|
Dev |
|
3. For that URL, enable the CSP directives: connect-src, frame-src, and img-src.
4. Go to Setup > Session Settings > Browser Feature Permissions and enable Include Permission-Policy HTTP header.
Step 6: Set up agent presence and Omni-Channel
Create a presence status
In Setup, create an Available presence status.
Grant it through the System Administrator profile (Setup > Profiles > enabled presence statuses).
Allow agents to decline calls
Open Setup > Presence Decline Reasons and define at least one decline reason.
Open Setup > Presence Configurations and enable:
Allow agents to decline work requests
Allow agents to choose a decline reason
Configure transfer targets
In the presence/Omni-Channel configuration, set which profiles and queues agents can transfer to. Select all profiles and all queues for the broadest coverage.
Keep the Omni-Channel panel open during calls
In Setup, search for Service Channels and edit the Phone service channel.
Uncheck Minimize Omni-Channel component when work is accepted.
Step 7: Customize the record display
Show contact info as a header
Open Object Manager > (relevant object) > Compact Layouts.
Clone System Default and name it (e.g., "Custom").
Move Recipient Contact Info into the selected fields and position it first.
Save, then open Compact Layout Assignment and assign your new layout.
Show call history on the contact record
Open Object Manager > Contact > Page Layouts.
Add the Voice Calls related list to the layout.
You're done!
Agents assigned the permission set and added to the contact center can now log in to the CloudTalk widget in the Omni-Channel panel and start handling calls. Point them to the Salesforce Service Cloud Voice guide for day-to-day use.
Need help or have a question? Just reach out through our Support portal — we're here for you.