Invoke an Omni-Channel Flow to Route Non-Real-Time Objects

To route non-real-time objects, such as cases, leads, and custom objects, define the routing logic in an Omni-Channel flow, and then invoke the flow from a parent flow based on your business rules. For example, to trigger the flow to run when cases are created, add it as a subflow in a record-triggered flow. Or, to perform a custom transfer process, add it as a subflow in a screen flow.

1. In the Quick Find box under Setup, enter Flows, and then select Flows under Process Automation.
2. Click New Flow.
   
3. Click Record-Triggered Flow, and then click Create.
4. In Object, select the non-real-time object. For example, to route cases, enter Case and select it.
5. In Trigger the Flow When, select when to trigger the subflow. For example, to route the case when it’s created, select A record is created.
6. Click Done.
   The record-triggered flow appears in the Flow Builder canvas.

   
7. Add a Subflow element to the flow by dragging the Subflow element from the Elements toolbox or clicking + in the flow.
8. In the New Subflow window, select the Omni-Channel flow.
   

   Tip To prevent a warning from appearing when you save the record-triggered flow, activate the Omni-Channel flow before adding it as a subflow.
9. Enter the label and API name for the subflow element.
10. In Select Input Values, select the case record ID in the recordId field.
    
11. Click Done.
12. To connect the elements in the flow, drag the Start element onto the Subflow element.
    
13. Save the record-triggered flow.