Query Regarding Call Transfer to Salesforce Omni-Channel & In-Call Payment Processing

Support Help
1

Hi Retell Team,

Hope you’re doing well. We are currently using Retell AI for automated collection calls and have two queries regarding advanced capabilities:

1. Call Transfer to Salesforce Omni-Channel

We are currently using the call transfer feature to route calls to a collector’s phone number. We would like to know if it is possible to transfer an active call directly to Salesforce Omni-Channel (instead of a phone number):

If this is supported, could you please share:

  • The configuration steps or API parameters required

  • Any limitations or prerequisites on the Salesforce side

2. In-Call Payment Processing

We would like to explore whether the Retell AI agent can facilitate payment collection during the call (e.g., capturing card details or redirecting to a payment gateway).

If this is possible, could you please clarify:

  • What payment integrations are supported

  • How the process works end-to-end

  • What security measures are in place (e.g., PCI DSS compliance, DTMF masking for card entry)

Looking forward to your response.

Thanks & Regards,
Shyam

2

Hey @shyam I’ll check with the team in these and get to you. Thanks

3

Hello @shyam

  1. If Salesforce can provide a SIP trunk, you can transfer calls to it.

  2. Currently, there is no direct integration with payment processors; you can implement a custom integration using custom functions.

Thank You

4

Yes if Salesforce can expose or route through a SIP trunk, then Retell can transfer the call into that telephony path. So the Salesforce side probably comes down to how their Omni-Channel / Service Cloud Voice / telephony setup is configured, and whether they can provide a SIP endpoint that Retell can hand the call to. I have not looked at this in their docs but it is Salesforce after all.

For payments, I’d be much more cautious.

Even though custom functions could technically call a payment API, I personally would avoid having the AI agent collect card details directly in the call. Not legal or financial advice, but that can create a lot of PCI/compliance risk if card numbers, CVV, or expiry dates touch the call audio, transcript, logs, LLM context, or function payloads.

The safer pattern is usually:

  • Agent confirms the amount owed.

  • Agent confirms the customer wants to pay.

  • Agent sends a secure payment link by SMS or email.

  • Customer completes payment in the payment processor’s hosted checkout.

  • Your backend/webhook updates Salesforce or the collection system after payment succeeds.

That keeps the sensitive card entry inside Stripe, Square, Authorize, or whatever compliant payment processor they use, instead of passing card data through the voice agent.

So yes, custom functions can probably support payment workflows, but I’d use them to create/send payment links and check payment status — not to have the agent capture card details verbally.

Taking max precaution will always be more worth than an account going sideways.

We are now even baking compliance rules directly into the bridge layers that agents speak to before CRMs/EHR.

We work in a world where there is always an alternative path to the one we are thinking.

And your idea is indeed splendid, but taking care is important as well.

Hope this helps.

5

Hi Retell Team,

Thank you for the detailed response — very helpful.

We have two more questions regarding phone numbers and concurrency:

1. Branded Number & Concurrency
If we get a branded/verified caller ID number, does that affect the concurrency limit? What would the maximum concurrent calls be on a branded number?

2. Concurrency Per Number
If we have two different outbound numbers, is the concurrency limit applied per number ?

Looking forward to your clarification.

Thanks & Regards,
Shyam

6

Hi Team,

Thank you for the detailed explanation regarding SIP trunk integration.

On the Salesforce side, we do not yet have SIP trunk exposure or telephony routing configured.

In case Salesforce is unable to expose a SIP endpoint from our side, are there any alternative integration approaches supported by Retell?

Would appreciate your guidance on recommended alternative architectures if SIP trunking is not available.

Thank you,
Shyam

7

Hey @shyam

  1. Branded / Verified Caller ID and concurrency — Branded Calling and Verified Caller ID are caller-ID display/reputation features. They do not change your concurrency limit in any way. The max concurrent calls on a branded number is the same as your workspace concurrency limit.

  2. Concurrency across multiple numbers — Concurrency is applied at the workspace level, not per number. Two outbound numbers share the same pool; adding more numbers does not increase throughput. By default PAYG workspaces get 20 concurrent calls, and CPS for custom telephony is derived as concurrency ÷ 20. You can raise concurrency from the Billing page, or enable Concurrency Burst (up to ~3× the base, with a $0.10/min surcharge while bursting). See https://docs.retellai.com/deploy/concurrency for details.

Thank You