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            Initiate Automated Outbound Calls from a Flow

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            Initiate Automated Outbound Calls from a Flow

            Reach customers proactively by triggering outbound voice calls directly from a flow. You can trigger appointment reminders, payment notifications, service updates, or AI-led conversations without requiring a rep to place the call manually.

            Required Editions

            This article applies to:

            Salesforce Voice (Native Telephony)

            View supported editions.
            User Permissions Needed
            To procure a Phone number: Agentforce Contact Center Admin (Salesforce Voice) Permission Set

            Let’s consider a high-priority customer support scenario where a client submits an urgent service request via a web portal. Rather than waiting for a manual review, the system automatically detects the new record and triggers an immediate outbound call to connect the customer with an available specialist.

            Note
            Note Outbound Actions are currently supported only in Record-Triggered, Schedule-Triggered, Autolaunched, and Omni-Channel Flows.
            1. From Setup, enter Flows in the Quick Find box, then select Flows.
            2. Click New Flow and select Record-Triggered Flow.
            3. Configure these settings:
              • Object: Cases
              • Trigger: A record is created
              • Condition Requirements: None
              • Optimize the Flow for: Actions and Related Records
            4. Select the Include a Run Asynchronously path.
            5. On the asynchronous path in the Flow Builder, click + and select the Initiate Outbound Voice Call action.
            6. Configure the action parameters:
              • Label: Initiate Outbound Voice Call Action 1
              • API Name: Outbound_Voice_Call_Action_1
              • Amount of Time: 1
              • Units: Days
              • Recipient Phone Number: Select the resource for the customer's phone number.
              • Call Experience Flow: IVR Flow
            7. In the View Output Resources section, select Manually assign variables (advanced).
            8. Map the execution results to your flow resources:
              • Outbound Status: {!status}
              • Outbound Voice Call Id: {!outboundVoiceCallId}
            9. Save and activate your flow.
             
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