service-native-voice-recording-transcription-configure — Claude Code

---
name: service-native-voice-recording-transcription-configure
description: "Configure (enable OR disable) call recording and call transcription for Native Voice (Thunderbird Voice) programmatically via the Metadata API, for headless / API-driven support where no human uses the Service Console UI. Either preference can be turned on or off independently. Use this skill when a user asks to turn on/off, enable/disable, or configure Native Voice recording and/or transcription for headless or automated voice calls. TRIGGER when: users mention Thunderbird Voice, Native Voice, ThunderbirdVoiceSettings, enableCallRecording, enableCallTranscription, 'enable recording and transcription', 'turn off call recording', 'disable transcription', 'turn on call recording via API', headless voice recording, or configuring voice-call capture without clicking through Setup. DO NOT TRIGGER when: the user wants to redact or scrub PII from existing recordings, transcribe a supplied audio file, or author a Flow/Apex — those are out of scope for this skill."
metadata:
  version: "1.2"
  domains: ["Service"]
  minApiVersion: "68.0"
  accessCheck: "ThunderbirdVoice.orgHasNativeVoiceAllowed"
  cliTools:
    - tool: ["jq"]
      semver: ">=1.6"
    - tool: ["sf"]
      semver: ">=2.0.0"
---

# Configure Native Voice Recording & Transcription (headless)

Turn call **recording** and call **transcription** for Native Voice (Thunderbird
Voice) **on or off** on an org, programmatically, so the change takes effect for
headless / API-driven support sessions that never touch the Service Console UI.
Recording and transcription are **two separate preferences** — this skill can set
either or both to the requested state (leaving the other untouched) and returns a
structured JSON confirmation.

## Scope

- **In scope**: setting `enableCallRecording` and/or `enableCallTranscription` to a
  requested state — **`true` (enable) or `false` (disable)** — on the
  `ThunderbirdVoiceSettings` metadata via an sf CLI Metadata API deploy (the generic
  `Settings` container, member `ThunderbirdVoice`); returning a JSON confirmation of
  the resulting configuration. A preference the user does not name is left at its
  current value.
- **Out of scope**: changing any other `ThunderbirdVoiceSettings` boolean (e.g.
  call-recording redaction, SIP recording) — siblings are read only to be preserved,
  never set or reported; redacting/scrubbing PII from existing recordings or
  transcripts; transcribing a supplied audio file; provisioning the Native Voice /
  Thunderbird channel itself; authoring Flow, Apex, or permission sets. These are
  outside this skill's scope — handle them separately.

---

## Required Inputs

Gather or infer before proceeding:

- **Target org** — an org alias or username the sf CLI is authenticated to. The deploy
  uses this existing `sf` login; no session id or access token is requested. Default:
  the org's default target. Confirm connectivity with `sf org display -o <alias>`.
- **Which preferences** — recording, transcription, or both. Default: **both**, since
  headless capture typically needs recording *and* transcription. If the user named
  just one, target only that one and leave the other at its current value.
- **Desired state** — enable (`on`/`true`) or disable (`off`/`false`) for each named
  preference. Default: **enable**, unless the user asks to turn something off. Honor a
  disable request literally — never re-enable a preference the user asked to turn off.

---

## Workflow

All steps are sequential. Do not skip or reorder. If blocked, stop and ask for the
missing org context.

1. **Confirm the two preferences are modeled separately.** Recording
   (`enableCallRecording`) and transcription (`enableCallTranscription`) are distinct
   booleans on the same metadata type — never collapse them into one combined flag.
   The final confirmation must report each independently.

2. **Run the configure script.** Run
   `scripts/enable-recording-transcription.sh --target-org <alias>` with the desired
   state per preference: `--recording on|off` and/or `--transcription on|off`. With no
   preference flags it defaults to turning **both on**. Examples: turn both off →
   `--recording off --transcription off`; enable recording only →
   `--recording on` (transcription left as-is); disable transcription only →
   `--transcription off`. The script retrieves `ThunderbirdVoiceSettings` (via the
   `Settings` container), checks the org-perm gate, sets **only the named** flag(s) to
   the requested value while preserving every other field, validates with a dry-run
   deploy, deploys, and verifies by round-trip. Use `--dry-run` to retrieve + validate
   without persisting. Run `scripts/enable-recording-transcription.sh --help` for all
   options.

3. **For the Metadata API contract**, read `references/thunderbird-voice-settings.md` —
   it documents the type, the two booleans, the `Settings`-container manifest, the
   **v68.0+** version floor, and the retrieve-first gate check. The manifest template
   the script generates is `assets/package.xml`.

   > This uses the sf CLI Metadata API deploy, not a raw SOAP call. The member is the
   > mdApiType **without** the `Settings` suffix (`ThunderbirdVoice`), and the manifest
   > version MUST be **>= 68.0** — the fields are not exposed at any lower version.

4. **Change only the named target field(s), to the requested state.** The deployed
   settings file sets exactly the preference(s) the user named — `enableCallRecording`
   and/or `enableCallTranscription` — to the requested value (`true` to enable, `false`
   to disable); every other `ThunderbirdVoiceSettings` boolean, INCLUDING a target
   preference the user did not name, keeps its retrieved value. Do not add or flip
   other booleans, and never coerce a disable request back to `true` — they are out of
   this skill's scope or contrary to the request.

5. **Return the confirmation JSON.** Emit a single JSON object matching
   `assets/confirmation-output.json`: the metadata `type` and `fullName`, that it was
   applied via a headless/API deploy, and — for **each** of the two preferences
   separately — its field name and its resulting enabled state (`true`/`false`, as it
   now stands after the deploy, whether it was changed or left as-is), plus an overall
   `status` (`ENABLED`, `DISABLED`, or `CONFIGURED`). It also
   includes a **`preserved`** array echoing every sibling boolean (e.g.
   `enableCallRecRedaction`, `enableSipRecording`) with the value it was retrieved
   with — this attests the siblings were carried through **unchanged**, which
   compliance callers need as explicit "nothing else moved" assurance. Reporting a
   sibling's value is NOT changing it. On a successful run the script prints this
   object on stdout; surface it verbatim as the deliverable — do not strip the
   `preserved` block.

---

## Rules / Constraints

| Constraint | Rationale |
|-----------|-----------|
| Model recording and transcription as two separate preferences | They are distinct booleans (`enableCallRecording`, `enableCallTranscription`); collapsing them loses the ability to enable one without the other and fails the output contract. |
| Deploy through the generic `Settings` container with member `ThunderbirdVoice` | `ThunderbirdVoiceSettings` is not a retrievable top-level type name; the `Settings` container (member = mdApiType minus the `Settings` suffix) is the sf CLI path and uses the org's `sf` login — no session id. |
| Manifest version must be >= 68.0 | `ThunderbirdVoiceSettings` fields are only exposed at API v68.0+; below that the retrieve returns the type empty/absent. |
| Retrieve before deploy; preserve all sibling fields | The deploy is a full-file replace — starting from the retrieved file keeps other prefs intact and lets the gate be checked. |
| Report the preserved siblings in a `preserved` block, but never change them | Compliance callers need explicit "nothing else moved" assurance; the confirmation echoes each sibling's retrieved value unchanged. Echoing a value is not setting it — the deployed file changes only the named target field(s). |
| Honor the requested state literally — enable means `true`, disable means `false` | A disable request that silently re-enables the preference (or reports success while leaving it on) is a correctness failure; set exactly what was asked and report the value the org actually returns. |
| Verify by round-trip before reporting the status | A "Succeeded" deploy is not proof; only report the resulting state after a re-retrieve returns each named preference at its requested value. |
| Output must be a single valid JSON object | The confirmation is consumed programmatically by headless callers; prose-only answers are not usable. |
| Do not include a session id, access token, phone number, recording URL, or transcript content in the output | These are secrets / PII; the confirmation reports configuration state only. |

---

## Gotchas

| Issue | Resolution |
|-------|------------|
| `Property 'enableCallRecording' not valid in version <N>` / `Settings type 'ThunderbirdVoice' is unknown` | **API version too low.** The fields are only exposed at v68.0+. Raise `--api-version` to 68.0 or higher — this is NOT a feature gate. |
| Retrieve returns an empty `<ThunderbirdVoiceSettings/>` (no fields) | Org-perm gate `orgHasNativeVoiceAllowed` is off — Native Voice is not provisioned. Enable via provisioning/Blacktab; metadata cannot flip an unprovisioned feature. |
| Trying to retrieve `ThunderbirdVoiceSettings` as the type name | Use the `Settings` container with member `ThunderbirdVoice` (mdApiType minus the `Settings` suffix); the full type name is not a retrievable member. |
| Collapsing both prefs into one toggle (e.g. `recordingAndTranscription: true`) | Keep two distinct entries in both the deployed file and the confirmation JSON. |
| Deploying a partial settings file | Start from the retrieved file so sibling prefs keep their values; a partial file can reset them. |
| Missing `jq` / `sf` | The script depends on them; install or run in an environment that has them (declared in `metadata.cliTools`). |

---

## Output Expectations

Deliverables:
- A single JSON confirmation object on stdout, shaped per `assets/confirmation-output.json`
  — the metadata target, the headless/API deploy path, each of the two preferences
  reported separately with its enabled state, a `preserved` array echoing every
  sibling boolean (unchanged) so callers can confirm nothing else moved, and an
  overall `status`.

No files are written to the org's source tree — the script works in a temporary SFDX
project and reports the result.

---

## Reference File Index

| File | When to read |
|------|-------------|
| `scripts/enable-recording-transcription.sh` | Step 2 — run to retrieve → set named field(s) → validate → deploy → verify (supports `--recording on\|off`, `--transcription on\|off`, `--dry-run`, `--api-version`, `--help`; defaults to both on). |
| `references/thunderbird-voice-settings.md` | Step 3 — for the metadata type, the two booleans, the `Settings` manifest, the v68.0+ floor, and the gate check. |
| `assets/package.xml` | Step 3 — the Metadata API manifest template the script generates; read to understand or hand-build the retrieve/deploy. |
| `assets/confirmation-output.json` | Step 5 — the exact shape of the JSON confirmation to return. |