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Agentforce Field Service and Operations
Route Your Autonomous Scheduling Conversations in the New Agentforce Builder

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Route Your Autonomous Scheduling Conversations in the New Agentforce Builder

Set up omni-channel flows to route conversations to the required agent and from the agent to an escalation queue, rep, or other destination you specify.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
Note
Note This task isn’t completed in the Salesforce Go setup and must be done manually.

Autonomous Scheduling requires separate agents for Customer-Initiated Scheduling and Customer Outreach.

The Customer-Initiated Scheduling agent requires the customer to verify their identity and includes a welcome message that’s shown at the beginning of the conversation.

The Customer Outreach agent doesn’t ask the customer to verify their identity and it doesn’t include a welcome message. It’s set up this way because you’re reaching out to a specific customer with a predefined outreach message and therefore you don’t need them to verify their identity.

For a smooth customer experience, it’s best practice to have these agents use the same messaging channel, but make sure that your setup can recognize which agent should be triggered at the start of the messaging session. This way, the customer is only asked to verify their identity when needed and the welcome message is only shown when needed.

User Permissions Needed
To open, edit, or create a flow in Flow Builder: Manage Flow

Set Up the Inbound Omni-Channel Flow

  1. From Setup, in the Quick Find box, enter Process Automation, and then select Flows.
  2. Open the Route Conversations to Agentforce Service Agents flow.
  3. Click Save As New Flow.
  4. Enter a label. The API name is populated for you.
  5. After the Process Customer’s Locale element, add a Get Records element.
    1. For Label, enter Get Messaging Session.
      The API name is populated for you.
    2. For Object, find and select Messaging Session.
    3. Under Filter Messaging Session Records, enter this condition:
      Field: Messaging Session ID
      Operator: Equals
      Value: recordID
  6. After the Get Records element, add a Decision element.
    1. For Label, enter Is Messaging Session Outbound or Inbound?
      The API name is populated for you.
    2. Add the details of the first outcome.
      Outcome Label: Outbound
      Resource: Find and select Messaging Session from Get Messaging Session and then find and select Origin. When you click the value, it looks like this {!Get_Messaging_Session.Origin}.
      Value: Triggered Outbound
    3. In the second outcome, for the Outcome Label, enter Inbound (Default).
  7. Remove the Route Work element from the end of the flow.
  8. After the Outbound decision outcome, add a Route Work action.
    1. For Label, enter Route to Customer Outreach Agent. The API name is populated for you.
    2. For Record ID Variable, find and select the recordID variable.
    3. For Service Channel, select Messaging.
    4. For Route To, select Agentforce Service Agent.
    5. For Agentforce Service Agent, find and select the agent that you created for Customer Outreach.
    6. Find and select your Fallback Queue.
  9. After the Inbound decision outcome, add a Route Work action.
    1. Copy the Route Work element that you created and paste it under the Inbound decision outcome.
    2. Change the label to Route to Customer-Initiated Scheduling Agent.
      Update the API name accordingly.
    3. For Agentforce Service Agent, find and select the agent that you created for Customer-Initiated Scheduling.
  10. Save and activate the flow.

Set Up the Outbound Omni-Channel Flow

  1. From Setup, in the Quick Find box, enter Process Automation, and then select Flows.
  2. Open the Route Conversations to Agentforce Service Agents flow.
  3. Add a decision element to route conversations by checking the engagement originator field.
    1. On the flow canvas, click Plus and select a decision element.
    2. In the Requirements, select All Conditions Are Met (AND).
    3. Select the Engagement Originator resource.
    4. Select Equals for the operator.
    5. Select System for the value.
  4. Save and activate the flow.

Connect the Omni-Channel Flows to Your Agents

  1. From Setup, in the Quick Find box, enter Agents, and then select Agentforce Agents.
  2. Open the agent that you set up for Customer-Initiated Scheduling.
  3. Click Open in Builder.
  4. Deactivate the agent so that you can make changes.
  5. Open the Connections tab.
  6. Under Inbound Omni-Channel Flows, make sure that you can see the Inbound flow that you set up.
  7. Under Outbound Omni-Channel Flow, select the Outbound flow that you created.
  8. Save your changes.
  9. Activate the agent.
  10. Repeat these steps to also connect the Omni-Channel flows to the agent that you set up for Customer Outreach.

Connect the Omni-Channel Flows to Your Messaging Channel

  1. From Setup, in the Quick Find box, enter Messaging, and then select Messaging Settings.
  2. Open the required messaging channel.
  3. In Omni-Channel Routing, click Edit.
  4. For Routing Type, select Omni-Flow.
  5. For Flow Definition, select the Inbound flow that you created.
  6. For Fallback Queue, select the same queue that you selected when you created your Omni-Channel flows.
  7. Save your changes.
 
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