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            Route Your Customer Outreach Conversations in the Legacy Agentforce Builder

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            Route Your Customer Outreach Conversations in the Legacy Agentforce Builder

            Set up Omni-Channel flows to route conversations to the required agent and from the agent to an escalation queue, rep, or other destination you specify.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations, or Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.

            Autonomous Scheduling requires separate agents for Customer-Initiated Scheduling and Customer Outreach. While both agents are based on the Agentforce Service Agent type, they’re set up differently.

            The Customer-Initiated Scheduling agent requires the customer to verify their identity and includes a welcome message that’s shown at the beginning of the conversation.

            The Customer Outreach agent doesn’t ask the customer to verify their identity and it doesn’t include a welcome message. It’s set up this way because you’re reaching out to a specific customer with a predefined outreach message and therefore you don’t need them to verify their identity.

            For a smooth customer experience, it’s best practice to have these agents use the same messaging channel, but you need to make sure that your setup can recognize which agent should be triggered at the start of the messaging session. This way, the customer is only asked to verify their identity when needed and the welcome message is only shown when needed.

            User Permissions Needed
            To open, edit, or create a flow in Flow Builder: Manage Flow

            Set Up the Inbound Omni-Channel Flow

            This flow routes incoming conversations to the required agent.

            If you’ve already created an inbound Omni-Channel flow for Customer-Initiated Scheduling, open the existing flow and skip to step 5.

            1. In Setup, find and select Flows.
            2. Open the Route Conversations to Agentforce Service Agents flow.
            3. Click Save As New Flow.
            4. Enter a label. The API name is populated for you.
            5. After the Process Customer’s Locale element, add a Get Records element.
              1. For Label, enter Get Messaging Session.
                The API name is populated for you.
              2. For Object, find and select Messaging Session.
              3. Under Filter Messaging Session Records, enter this condition:
                Field: Messaging Session ID
                Operator: Equals
                Value: recordID
            6. After the Get Records element, add a Decision element.
              1. For Label, enter Is Messaging Session Outbound or Inbound?
                The API name is populated for you.
              2. Add the details of the first outcome.
                Outcome Label: Outbound
                Resource: Find and select Messaging Session from Get Messaging Session and then find and select Origin. When you click on the value, it looks like this {!Get_Messaging_Session.Origin}.
                Value: Triggered Outbound
              3. In the second outcome, for the Outcome Label, enter Inbound (Default).
            7. Open the Route to Service Agent element.
              1. For Route To, select Agentforce Service Agent.
                Note
                Note If you can’t see this field, remove the selected Service Channel and add it again.
              2. For Agentforce Service Agent, find and select the agent that you created for Customer Outreach.
              3. Find and select your Fallback Queue.
                Note
                Note The fallback queue helps you move around between the agent and the service reps when escalation is required. If you don’t already have a queue, see Create Queues.
            8. After the Inbound decision outcome, add a Route Work action.
              1. Copy the previous Route Work element and paste it under the Inbound decision outcome.
              2. Change the label to Route to Customer-Initiated Scheduling Agent.
                Update the API name accordingly.
              3. For Agentforce Service Agent, find and select the agent that you created for Customer-Initiated Scheduling.
            9. Save and activate the flow.

            Set Up the Outbound Omni-Channel Flow for Escalations

            This flow routes conversations from the agent to an escalation queue, rep, or other destination you specify.

            If you’ve already created an escalation Omni-Channel flow as part of the setup for Customer-Initiated Scheduling, you can skip this entire procedure. The same flow can be used for Customer Outreach as well.

            1. In Setup, find and select Flows.
            2. Open the Route Conversations to Agentforce Service Agents flow.
            3. Click Save As New Flow.
            4. Enter a label. The API name is populated for you.
            5. Remove the Process Customer’s Locale element.
            6. In the Route Work element, change the label, API name, and description to indicate that you’re routing to a queue.
            7. For Route To, select Queue.
              Note
              Note If you can’t see this field, remove the selected Service Channel and add it again.
            8. Find and select your Queue ID.
            9. Save and activate the flow.

            Connect the Omni-Channel Flows to Your Agents

            1. In Setup, find and select Agentforce Agents.
            2. Open the agent that you set up for Customer-Initiated Scheduling.
            3. Click Open in Builder.
            4. Deactivate the agent so that you can make changes.
            5. Open the Connections tab.
            6. Under Inbound Omni-Channel Flows, make sure that you can see the inbound flow that you set up.
            7. Under Outbound Omni-Channel Flow, select the outbound escalation flow that you created.
            8. Save your changes.
            9. Activate the agent.
            10. Repeat these steps to also connect the Omni-Channel flows to the agent that you set up for Customer Outreach.

            Connect the Omni-Channel Flows to Your Messaging Channel

            If you’ve already connected the Omni-Channel flows as part of the setup for Customer-Initiated Scheduling, you can skip this entire procedure. The same flow can be used for Customer Outreach as well.

            1. In Setup, find and select Messaging Settings.
            2. Open the required messaging channel.
            3. In Omni-Channel Routing, click Edit.
            4. For Routing Type, select Omni-Flow.
            5. For Flow Definition, select the inbound flow that you created.
            6. For Fallback Queue, select the same queue that you selected when you created your inbound Omni-Channel flows.
            7. Save your changes.
             
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