Omni Flows Pilot Spoiler Alert [1/3]

Designing Conversational Experiences & Business Processes

PREREQUISITES

  • Salesforce Chat very quickly through the guided set up experience
  • Enabled Skill Based Routing and created a few languages, a chat, an order and technical skills
  • And, I also created 2 customs fields on the contact record. One to track if a contact is a VIP or not (checkbox) and the other one to see if a contact has a preferred agent (lookup).
  • Finally, I’ve created an additional Queue: a “VIP Queue”.

VIDEO SUMMARY [7min]

QUEUE BASED ROUTING: CREATE A NEW FLOW

  • The first one, we’re going to call “recordId”: a ‘text variable’ in which we’re going to “catch” the ID of the chat that will come in.
  • And the second one is optional, but you should configure it because it will save you a lot of time. This one will be a ‘record variable’ type that we’ll call “input_record” in which we will “capture” the entire Chat Transcript record for you to be able to manipulated it easily.

A SECOND QUEUE BASED ROUTING EXAMPLE

IN A NUTSHELL

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lecharles

Product Management + Solution Engineer @Salesforce. Jugaad Innovation Aficionado. Web Application Development. Cryptocurrencies & Open Blockchains Apasionado.