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            Map Context Variables and Route Chat with Omni-Channel Flow

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            Map Context Variables and Route Chat with Omni-Channel Flow

            Configure an Omni-Channel flow to map the pre-chat variables from the chat deployment to the custom fields on the Messaging Session object and route chats to your Agentforce Service agent.

            Required Editions

            Available in: Salesforce Classic and Lightning Experience
            Available in: Aura and LWR Experience Cloud Sites
            Available in: Enhanced Chat with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce Service Agent add-on
            Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses
            1. From Setup, in the Quick Find box, enter Flows, and then select Flows.
            2. Click New Flow. From the New Automation screen, select Omni-Channel Flow under Frequently Used.
            3. Click the Toolbox icon on the left-hand side to access the resource panel.
            4. Click New Resource for each custom parameter for example, lastViewedArticleId.
            5. Set Resource Type to Variable.
            6. Set the API Name to match the custom parameter defined in your Messaging Channel exactly for example, lastViewedArticleId.
            7. Set the Data Type to Text.
            8. Under Availability Outside the Flow, check the box for Available for Input and then Click Done.
            9. To update the messaging session record, click the Add Element button (+) between Start and End.
            10. Select the Update Records element.
            11. Set up the element to update the Messaging Session record that initiated the flow.
            12. Map each of your new Input Variables to the corresponding Custom Field on the Messaging Session object. For example, map the flow variable {!lastViewedArticleId} to the custom field lastViewedArticleId__c.
            13. To route the chat, click the Add Element button (+) after the Update Records element.
            14. Select the Route Work element and configure it to route the chat session to your Agentforce Service agent.
            15. Click Save, provide a name, and then click Activate to make the Omni-Channel Flow available.
             
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