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            Create a Flow to Link Voice Callers to Records

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            Create a Flow to Link Voice Callers to Records

            To improve service and data quality, add a screen flow that guides support reps to find and link callers to leads, contacts, or employees.

            Required Editions

            View supported editions.
            User Permissions Needed
            To run flows

            Run Flows

            OR

            Manage Flow

            The Find Contact Associated with Voice Call flow template lets support reps easily find and link contacts to active voice calls. Use the template to customize search criteria, record creation, creation screens, record match screens, and output parameters for other flows.

            1. In your telephony setup, turn on Match Callers to End User Records.
            2. If you don’t use Channel-Object Linking, skip to step 4. If you do use it, turn it off before adding Individual-Object Linking. From Setup, in the Quick Find box, enter Channel-Object Linking, and then select Channel-Object Linking.
            3. Turn off Channel-Object Linking.
            4. From Setup, in the Quick Find box, enter Flows, and then select Flows under Process Automation.
            5. Click New Flow.
            6. Click All + Templates.
            7. Click Individual-Object Linking Flow.
            8. Select the Find Contact Associated with Voice Call flow template.
              Find Contact Associated with Voice Call template
            9. Click Create.
            10. To search for a lead, employee, or person account instead of contacts, click the Search for Matching Contact flow action, and then select Edit Action. Make a selection in the Search Object dropdown menu.
            11. Click Save.
            12. Test and update the flow to meet your business needs, and then activate it.

            See Also

             
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