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Set Up a Post-Call Experience Flow

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Set Up a Post-Call Experience Flow

Automatically run a follow-up flow when the last rep disconnects from a call to collect customer feedback, log call details, offer callbacks, or perform automated background updates.

Required Editions

Required Editions
This article applies to: Salesforce Voice (Native Telephony)
User Permissions Needed
To setup a post call experience: Agentforce Contact Center Admin (Salesforce Voice) Permission Set

Let’s consider a customer service scenario where a client calls a banking support helpline to resolve a critical account issue. After the representative resolves the issue and hangs up, the line remains open, and the system automatically triggers an interactive IVR survey. This allows the customer to rate their experience and provide instant feedback while the interaction is still fresh, providing the support team with real-time customer satisfaction data without requiring manual effort from the agent.

  1. Configure the Main Omni-Channel Flow
    1. From Setup, enter Flows in the Quick Find box, then select Flows.
    2. Click New Flow and select Omni-Channel Flow.
    3. Add a Play Prompt element to play a welcome message for the caller:
      • Label: welcome
      • API Name: welcome
      • Set Timeout Length:
        • Amount of Time: 1
        • Units: Days
      • Prompt Type: Select Message
      • Language: English (United States)
      • Voice Profile: Juniper
      • Message: Welcome to our post-call experience. Please stay on the line after your conversation to provide your feedback.
      • User Response Settings: Not Required.
    4. Click add icon and search for Set End Call Experience to add the post-call action:
      • Label: post call experience
      • API Name: post_call_experience
      • Record Id: {!recordId}
      • End Call Experience Flow: Select your target follow-up flow (e.g., IVR Survey).

        The flow appears in the dropdown only after you create it in Step 2.

      • Under Flow Input Parameters, select recordId, Turn On and map it to {!recordId}.
    5. Add a Route Work element to route the call to an available agent:
      • Label: route work
      • API Name: route_work
      • How Many Work Records to Route?: Single.
      • Record ID Variable: {!recordId}
      • Service Channel: Phone.
      • Route To: Queue.
      • Queue: queue (e.g., coldtransferqueue111).
    6. Save and Activate the flow.
  2. Configure the Post-Call Survey Flow
    1. Create a new Omni-Channel Flow (e.g., named IVR Survey).
    2. Add a Play Prompt element to conduct the survey and collect DTMF inputs:
      • Label: IVR Survey
      • API Name: IVR_Survey
      • Prompt Type: Select Message
      • Language: English (United States)
      • Voice Profile: Juniper
      • Message: This is a survey call. You interacted with a bank customer service executive. For the experience, please rate us between 1 to 5, with 1 being the lowest and 5 being the highest.
      • Under User Response Settings:
        • Define Dual-Tone Multi-Frequency (DTMF) Response Values: Add 1, 2, 3, 4, and 5.
        • Minimum Input Value Length: 1
        • Maximum Input Value Length: 1
        • Set Response Delimiter: #
        • Response Timeout: 10 Seconds
        • Digit Response Timeout: 5 Seconds
        • Response Retry: Turn on and set Retry Count to 3, and enter custom retry message: Sorry, didn't get the input. Please try again!.
    3. Add a second Play Prompt element to thank the caller:
      • Label: Thank you
      • API Name: Thank_you
      • Prompt Type: Select Message
      • Language: English (United States)
      • Voice Profile: Juniper
      • Message: Thank you for the survey response. Have a good day!
    4. Add an End Call element to disconnect the line:
      • Label: Disconnect Call
      • API Name: Disconnect_Call
    5. Connect the elements to End, then Save and Activate your flow.
 
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