In Salesforce, the Service Agent is one type of AI Agent available in Agentforce. After creating the service agent in Agentforce, we need to deploy it to a Salesforce experience (community) site so that end users or customers can easily interact with the agent to raise requests or get support.
Now, whenever an end user raises a request, we need to route that request from the public site to the service AI Agent. This allows the agent to process the request, perform the necessary actions, and send a response back to the end user.
To route the request from the site to the service AI agent, we need to create an Inbound Omni-Channel Flow in Salesforce Agentforce. This flow helps manage and route incoming requests to the right agent automatically.
In this article, we will learn about how to create an inbound omni-channel Flow in Salesforce Agentforce.
What is Inbound Omni-Channel Flow in Salesforce Agentforce?
Inbound Omni-Channel Flow in Salesforce Agentforce is a type of flow used to route incoming customer requests or tasks to the right AI Agent or Service 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 agent should handle it. That’s where the Inbound Omni-Channel Flow comes in.
In Agentforce, this flow plays a key role in connecting Service AI Agents with customers. Once the request is routed to the Service AI Agent, the agent analyze the request, performs the required actions such as fetching data or creating records, and sends a response back to the customer.
Prerequisite to Create Inbound Omni-Channel Flow in Salesforce Agentforce
Below are the prerequisites that we need to configure first before creating the Inbound Omni-Channel Flow in Salesforce Agentforce.
1. Configure Service Agent in Salesforce Agentforce
The first step is to create a Service Agent in Agentforce. After creating it, assign topics, instructions, and actions to the agent. This helps the agent understand different types of customer requests and perform the right actions automatically to provide correct responses whenever a customer raises a request.
2. Enable Omni-Channel Settings in Salesforce
To route incoming customer requests to the Service AI Agent, you need to enable the Omni-Channel feature in Salesforce. This allows Salesforce to distribute work items efficiently based on agent availability and capacity, ensuring that every request is handled smoothly by the right agent.
3. Routing Configuration in Salesforce
We need to create a Routing Configuration to define how incoming requests are assigned to agents. We can set rules such as priority, routing model, and capacity to make sure that customer requests are sent to the most suitable and available Service AI Agent.
After setting up the Routing Configuration, we can also add it to a Queue, which we can call a fallback queue. This means that if the AI Agent or channel is unavailable, the request will be automatically routed to this fallback queue. It ensures that no customer request is missed and every interaction is handled smoothly by another available agent.
4. 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.
Create Inbound Omni-Channel Flow in Salesforce Agentforce
Now, let’s create the Inbound Omni-Channel Flow in Salesforce Agentforce to route incoming customer requests from the Experience Site to the Service AI Agent.
The above prerequisites and Omni-Channel configuration will be used to set up the Inbound 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 clicked the Connection tab. After that, you will see Inbound Omni-Channel Flows, and to create the flow, click the Go to Flow Builder button.
Next, click the New Flow button, and then select Omni-Channel Flow from the flow type.
First, we need to create a variable using 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 Service AI 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: The data type will be Text.
- Availability Outside the Flow: We must check the Available for input option. So that this variable can accept the ID.
To route the requests raised by customers from the public site to AI 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, we need to select the (recordId) variable that we created, which means whenever a record is created in the messaging session object after a request raised by the customers. That record ID we have passed here.
Then, in the Service Channel, we need to select “Messaging,” and in the “Route To” field, we need to select the Agent Type. Here, I have selected the Service Agent type.
After selecting the agent type, you will see the created agent’s name created for that type of agent.
Then select the Fallback Queue to route the request to human agents available in the Queue. Here we have chosen the Messaging Queue that we created.
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 Inbound Omni-Channel Flows, you will see the flow that you created.
In this way, we can create the Inbound Omni-Channel Flow in Salesforce Agentforce.
Conclusion
I hope you have got an idea about how to create an Inbound Omni-Channel Flow in Salesforce Agentforce to route incoming customer requests from the Experience Site to the Service AI Agent.
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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
