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.