In Salesforce, the Service Agent is one type of AI Agent available in Agentforce. After creating and deploying it to a Salesforce experience (community) site, end users or customers can easily interact with the agent to raise requests or get support.
To route the request from the site to the service AI agent, we create an Inbound Omni-Channel Flow in Salesforce Agentforce. This flow automatically routes incoming requests to the right agent.
Now, what if the end user or customer wants to talk with a human agent instead of an AI agent? So, this time, to route the request from the AI agent to the human agent, we can create an outbound omnichannel flow in Salesforce Agentforce.
In this article, we will learn about how to create an outbound omni-channel Flow in Salesforce Agentforce.
What is Outbound Omni-Channel Flow in Salesforce Agentforce?
Outbound Omni-Channel Flow in Salesforce Agentforce is a flow type that routes incoming customer requests or tasks to the appropriate human agent.
It acts as a bridge between the user who submits a request on the public site (Experience Cloud) and the Agentforce system that processes the request.
When a customer raises a request through a website, chat, or any connected channel, Salesforce needs a way to decide which human agent should handle it. That’s where the Outbound Omni-Channel Flow comes in.
In Agentforce, this flow plays a key role in connecting human agents with customers. Once the request is routed to a human agent, the agent can have a conversation with the customer or end user to resolve their issue.
Prerequisite to Create Outbound Omni-Channel Flow in Salesforce Agentforce
Below are the prerequisites that we need to configure first before creating the Outbound Omni-Channel Flow in Salesforce Agentforce.
1. Create a Queue in Salesforce
This is the fallback queue. It is used when the AI Agent or channel is unavailable. In such cases, the incoming request is automatically routed to this fallback queue, ensuring that the request is not lost and can still be handled by human agents.
2. Create Service Channel in Salesforce
A Service Channel in Salesforce is a way to connect customer requests from different sources, such as email, chat, social media, or web forms, into Salesforce.
It automatically creates and routes these requests (called cases or work items) to the right agent or queue. This makes customer support faster and more organized.
Create Outbound Omni-Channel Flow in Salesforce Agentforce
Now, let’s create the Outbound Omni-Channel Flow in Salesforce Agentforce to route incoming customer requests from the customer to the human agent.
The above prerequisites and Omni-Channel configuration will be used to set up the Onbound Omni-Channel Flow.
First, navigate the AI agent that you created. For that, in Quick Find, search for Agentforce Agents -> Click on the AI agent for which you want to route the request.
Here, I have opened my service AI agent and then opened it in builder. After that, you will see the Connection option, which includes the Outbound Omni Channel flow.
To create the flow, go to Setup -> in Quick Find search for ‘Flows‘ -> click the New Flow button -> select Start From Scratch -> Next, click the New Flow button, and then choose Omni-Channel Flow from the flow type.
First, we need to create a New Resource. This variable will store the record ID of the Messaging Session whenever a customer raises a request.
By passing this record ID to the flow, Salesforce can route the request to the correct human agent for processing.
As you click the Resource Type dropdown field, you will see various resources, such as Variable and Text Template. Here, we need to select the Variable.
Now we need to provide the details for the following fields:
- API Name: I have provided the name as recordId, which will accept the Messaging Session record ID.
- Description: This description will be reflected in the Agentforce builder as an instruction for the agent when we assign the action to them.
- Data Type: Text.
- Availability Outside the Flow: We must check the Available for input option. So that this variable can accept the ID.
Now we need to retrieve the contact records to assign the contact to the case. For that, we need to add the Get Records element and enter a Label and API Name.
Then we need to select the object from which we want to retrieve record details. Here, I have chosen the Contact object, which stores all contacts and their details.
Then we need to create the case record to store the case history between the customer and a human agent. For that, we need to add the Create Records element and enter a Label and API Name.
Then we need to link the created case record ID to the Messaging Session record.
To route customer requests from the public site to human agents, we have an element in the omnichannel flow called Route Work. Add that element and provide a Label to it.
In the Record ID Variable, select the (recordId) variable we created, which means whenever a record is created in the messaging session object after a customer request. That record ID we have passed here.
Then, in the Service Channel, select “Messaging,” and in the “Route To” field, select the Queue.
After selecting the queue, you will see the created queue’s name and the route to human agents. Here, we selected Messaging Queue.
We are ready to save the flow. Click the Save button. For that, we need to enter the Flow Label; the API Name will automatically populate as we click the text box. Then click Activate the flow.
Next, navigate to the Service AI agent and click the Connection tab. In the Outbound Omni-Channel Flows, click the Edit button and select the omnichannel flow we created.
In this way, we can create the Onbound Omni-Channel Flow in Salesforce Agentforce.
Conclusion
I hope you have an idea of how to create an Onbound Omni-Channel Flow in Salesforce Agentforce to route incoming customer requests from the Experience Site or customers to a human agent.
You may like to read:
- Salesforce Agentforce: Create Custom Action Using Flow & Assign to Agent
- Einstein Service Agent User in Salesforce Agentforce
- Create An Agentforce Employee Agent for Users in Salesforce
- Build an Action for Task Creation Using Flow & Assign to Agentforce Employee Agent
Shubham is a Certified Salesforce Developer with technical skills for Building applications using custom objects, approval processes, validation rule salesforce flows, and UI customization. He is proficient in writing Apex classes, triggers, controllers, Apex Batches, and bulk load APIs. I am also familiar with Visualforce Pages and Lighting Web Components. Read more | LinkedIn Profile
