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Create a Custom Outbound Engagement Template
Create a custom outbound engagement template by selecting an existing flow or campaign, configuring template details, and defining where the template appears in your org. Optionally enable on-demand mode so that users can trigger communications directly from list views.
Required Editions
| Available in: Lightning Experience in Enterprise, Performance, Unlimited, and Developer Editions with Outbound Engagement. |
- If you're creating a flow-based template, ensure that at least one active flow exists in your org.
- If you're creating a campaign-based template, ensure that the campaign has only one active flow associated with it.
- Purpose and Business Area are dynamic enums. Admins must add custom picklist values for these fields.
- From the App Launcher, open Outbound Engagement Templates.
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Click Create and select one of these options:
- Build from scratch: Design a fully custom template by entering your own details, and selecting a flow or campaign. Use this option when you need complete control over the template's architecture and placement.
- Use a prebuilt template: Start with an existing prebuilt template for user-triggered messaging. Filter available templates by Business Area and Purpose, then select one to customize. Use this option when you want a faster setup based on proven patterns.
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To build a template from scratch, follow these steps:
- Enter the template details and click Next.
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Select a distribution engine.
- To use a flow, select Flow-Based, and then select an active flow.
- To use a campaign, select Campaign-Based, and then select a campaign that contains one active flow.
- To let users send the communication from a list view, select Let users run the flow manually or Let users run the campaign manually, and then select the flow or campaign that users run.
- Click Next.
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Add one or more placements.
- To make the template available from the Home page, select Home Page.
- To make the template available from a record page, select Record Page, and then select an object.
- For a manually run template, select List Page, and then select the object whose list view contains the Send Message action.
- Click Done.
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To start with a prebuilt template, follow these steps:
- Select a Business Area and Purpose to filter the available templates.
- Browse or search the available templates and select one.
- Review the template details, including the associated flows and communication channels.
- Click Done to apply the template.
The custom template is created and listed in the Outbound Engagement Templates home page. You can verify and publish the templates to use in outbound engagements. If you configured multiple placements when building from scratch, a separate template record is created for each placement.
On a list-page placement, users select one or more records, select Send Message, select a template, complete the required sender and communication subscription details for the selected channels, and send the communication.
