Configure Direct-to-Rep Routing with an Omni-Channel Flow in Salesforce

Start configuring voice calls direct-to-rep routing with Omni-Channel Unified Routing in Salesforce. These instructions explain how to route a voice call to a rep or queue with an Omni-Channel flow, a more advanced setup.

1. From Setup, enter and select Omni-Channel Settings. Enable the Enable Skills-Based and Direct-to-Agent Routing option.
2. Follow the steps to create an Omni-Channel Flow.
3. Drag the Route Work action onto the canvas.
4. Give the action a label and an API Name and, optionally, a description.
5. Under Set Input Values | Record ID, create and select a recordId variable.
6. Under Route To, select Agent.
7. Under Agent, select an option.
   1. Select Agent: Specify the rep to route the work item to.
   2. Use Variable: Use a variable to find the appropriate rep. For example, you can determine the preferred rep associated with the customer’s Contact record.
8. To assign work to the preferred rep only when they become available, click Required Agent and specify the Routing Configuration to use for routing parameters.
9. Alternatively, to route work to a queue when the preferred rep is unavailable, deselect the Required Agent checkbox. Then, specify the backup queue to route the work item to.