You are here:
Flow Orchestration Work Items
When an interactive step in an orchestration runs, it creates a work item and assigns it to a user, group, or queue. The orchestration run then sends an email with a link to the specified record page to all assigned users. They complete the work in the Orchestrator Work Guide component on the specified record page.
Required Editions
| View supported editions for Flow Orchestration. |
To send email from Salesforce, Flow Orchestration requires domain-level and user-level email verification. Email delivery fails if either the user's email address or the email-sending domain is unverified. See Requirements to Send Email from Salesforce .
Who Gets Email Notifications When Work Is Assigned
By default, when an interactive step runs, the orchestration creates a work item and assigns it to the specified user, group, or queue. The type of notification emailed to the assignee depends on the type of assignee.
To disable default email notifications to all assigned users, see Disable All Email Notifications for Work Item Assignments.
| Assignee Type | Notification |
|---|---|
| Internal user | Personalized email notification with a link to the internal related record page |
| Credentialed Experience Cloud site visitor | Personalized email notification with a link to the related record page of the oldest live Experience Cloud site that they're a member of |
| Group or queue of internal users | General email notification with a link to the internal related record page |
| Group or queue of credentialed Aura or LWR site visitors who are all members of the same site | General email notification with a link to the related record page of the live Experience Cloud site that they're all members of |
| Group or queue of credentialed Aura or LWR site visitors who are all members of one or more common sites | General email notification with a link to the record page of the oldest live Experience Cloud site that they're all members of |
| Group or queue of credentialed Aura or LWR site visitors who have no site in common | General email notification with a link to the internal related record page The link is invalid for Experience Cloud site visitors, because they don't have access to internal pages. They can use the Orchestration Work Item Object List page to view and access their assigned work items from an Experience Cloud site that they're a member of. |
| Group or queue of internal users and credentialed Aura or LWR site visitors | General email notification with a link to the internal related record page The link is invalid for Experience Cloud site visitors, because they don't have access to internal pages. They can use the Orchestration Work Item Object List page to view and access their assigned work items from an Experience Cloud site that they're a member of. |
When Assignment Notifications Are Made with the Omni-Channel Widget
When an interactive step is assigned to a queue associated with the Orchestration Work Item object, the queue members receive notifications based on your defined routing logic in the Omni-Channel widget. The notification by Omni-Channel widget is in addition to the default email notification sent to queue members.
Internal User Access to Work Items
Internal users get a link in their email notification to the related record page where they can complete their assigned work item. They can also view and access their assigned work in the Flow Orchestration Work Items list view or in their To Do List. To allow internal users to complete assigned work, before the orchestration runs, place the Flow Orchestration Work Guide component on the related record page layout in Lightning App Builder.
Experience Cloud Site Visitor Access to Work Items
Credentialed Experience Cloud site visitors usually get a link in their email notification to the related record page of the oldest live Experience Cloud site that they’re a member of. They can also view and access their assigned work in the Orchestration Work Item object list view.
Before the orchestration runs, in Experience Builder, the admin sets up site visitor access to orchestration work items.
- In Experience Builder, the admin places the Flow Orchestration Work Guide component on the related record page in Aura and LWR sites.
- In Experience Builder, the admin adds the Orchestration Work Item List object page to Aura and LWR sites.
Work Assigned to an Internal User
When an interactive step runs, the orchestration creates a work item and assigns it to the specified internal user. The assigned user receives an email with a link to the internal related record page notifying them that they have a work item to complete. The work item also appears in the assigned user's To Do List. When the user clicks the link to the work item, they then can complete the screen flow associated with the interactive step in the Work Guide on the internal related record page.
Work Assigned to a Credentialed Experience Cloud Site Visitor
When an interactive step runs, the orchestration creates a work item and assigns it to the specified credentialed Experience Cloud site visitor. The assignee receives an email that notifies them that they have a work item to complete. The email contains a link to the related record page on the oldest live site that they’re a member of. When the site visitor clicks the email link, they then complete the associated screen flow in the Work Guide on the related record page that they’ve been directed to.
Work Assigned to an Internal Group or Queue
When the interactive step runs, the orchestration creates a work item and assigns it to the specified group or queue. All users in the assigned internal group or internal queue receive an email with a link to the internal related record page notifying them that they have an action to complete. When a user clicks the link in the email and the work item opens, the user can run the screen flow in the Work Guide on the internal related record page.
An assigned work item is completed by the first user to complete the screen flow. If two users execute the screen flow simultaneously, the user who completes the flow second receives an error. After the work item is completed, other users from the assigned group or queue see no related work in the Work Guide component on the internal related record page.
Work Assigned to a Group or Queue of Credentialed Experience Cloud Site Visitors
When the interactive step runs, the orchestration creates a work item and assigns it to the specified group or queue of credentialed Experience Cloud site visitors. Site visitors in an assigned group or queue receive an email notifying them that they have an action to complete. The email usually contains a link to the related record page of the oldest live Experience Cloud site that the visitors are all members of. When a group or queue member clicks the link, the visitor is taken to the related record page of the oldest live Experience Cloud site that all group or queue members are credentialed for. From that related record page, the site visitor can complete the associated screen flow in the Work Guide.
Experience Cloud site visitors can also view work items assigned to them in the Orchestration Work Item List object page. From the Orchestration Work Item List, they can also access their assigned work. When the credentialed site visitor goes to the related record page of the Aura or LWR site that they’re a member of, the visitor can run the screen flow in the Work Guide.
An assigned work item is completed by the first credentialed site visitor to complete the screen flow. If two credentialed site visitors execute the screen flow simultaneously, the one who completes the flow second receives an error. After the work item is completed, other site visitors from the assigned group or queue see no related work in the Work Guide component on the related record page.
Work Items Reassigned to a User, Group, or Queue
You can reassign open work items for a running orchestration to a different user, group, or queue. After reassignment, a work item is processed like it was after the running orchestration created it.
Work Item Statuses
| Work Item Status | Description |
|---|---|
| Assigned |
|
| Completed |
|
History
In history, an orchestration work item has several possible milestones.
| Work Item Milestone | Description |
|---|---|
| Start Work Item | The work item was created and assigned. |
| End Work Item | The assigned user completed the work item. When the work item reaches the End Work Item milestone, the Completed By field is set to the username of the user or credentialed Experience Cloud site visitor who completed the work. When the work item reaches this milestone, the Duration field is set to the duration of the step in seconds. |
| Reassign Work Item | The work item was reassigned. |
Flow Orchestration Work Item Record Ownership
For flow orchestration work item records created in Winter ’23 or later, the owner is either the assigned user or the automated process user.
For flow orchestration work items created before Summer ’24 and assigned to a queue, the owner is the automated process user.
| Scenario | Owner ID |
|---|---|
| Assignee is a single internal user. | ID of the assigned user |
| Assignee is a single credentialed Experience Cloud site visitor. | ID of the credentialed Experience Cloud site visitor |
| Work item is reassigned to a single internal user. | ID of the user reassigned the work item |
| Work item is reassigned to a single credentialed Experience Cloud site visitor. | ID of the credentialed Experience Cloud site visitor reassigned the work item |
| Assignee is a group. | ID of the automated process user |
| Work item is reassigned to a group. | ID of the automated process user |
| Assignee is a queue associated with the Orchestration Work Item object. | ID of the assigned queue |
| Work item is reassigned to a queue associated with the Orchestration Work Item object. | ID of the assigned queue |
| Assignee is a queue not associated with the Orchestration Work Item object. | ID of the automated process user |
| Work item is reassigned to a queue not associated with the Orchestration Work Item object. | ID of the automated process user |
