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Standard Omni-Channel Flow Templates for Open CTI Migration
To help you translate your Open CTI logic into Voice and other channel workflows, Salesforce provides Omni-Channel flow templates as a starting point.
To find and use these templates, from Setup, search for and go to Flows. Filter for Process Type equals Omni-Channel Flow. Select a template and click Save As New Flow.
These flows are available out of the box.
| Flow Name | Description | Channel |
|---|---|---|
| Voice Calls Routed to Agents and Queues | Routes each call to a rep or queue based on conditions that you define. | Voice |
| Voice Calls Routed to Basic Queue with Case Creation | Routes each call to the default queue (Basic Queue) and, if the rep accepts, screen pops the new case for this call and identifies the caller. | Voice |
| Messages Routed to Agents and Queues | Routes each message to a rep or queue based on conditions that you define. | Messaging |
| Chats Routed to Agents and Queues | Routes each chat to a rep or queue based on conditions that you define. | Chat |
| Chats Routed to Agents with the Right Skills | Routes each chat to a rep with the required skills based on conditions that you define. | Chat |
In addition to these routing templates, your managed package may include industry-specific flows or partner-provided flows. You can also create record-triggered flows in Flow Builder to meet your migration needs.
Open CTI to Voice Flow Replacement Reference
When migrating from Open CTI, use this reference to track what you have in Open CTI versus what Salesforce provides in Voice.
| Open CTI | Voice Replacement |
|---|---|
Custom JavaScript in adapter calling
opencti.screenPop() |
Start with Omni-Channel flow templates for Voice. |
Custom JavaScript calling opencti.saveLog() |
Build a record-triggered flow on the VoiceCall object. |
| Custom adapter routing logic | Start with Omni-Channel flow templates for Voice and replace JS logic with declarative Flow elements. |
| Chat/Messaging routing | Start with Omni-Channel flow templates for Chat or Messaging. |
