Create a Flow to Link Individuals to Messaging Sessions
Learn more about the person you’re messaging with. Use a flow template to auto-link
contacts, leads, employees, or person accounts to your messaging session.
Set your flow to auto-launch or let support reps run it from the Actions &
Recommendations component.
If you don’t use Channel-Object Linking, skip to step 3. If you do use it, turn it off
before adding Individual-Object Linking. From Setup, in the Quick Find box, enter
Channel-Object Linking, and then select Channel-Object
Linking.
Turn off Channel-Object Linking.
From Setup, in the Quick Find box, enter Flows, and then select
Flows under Process Automation.
Click New Flow.
Click All + Templates.
Click Individual-Object Linking Flow.
Select the Find Contact Associated with Messaging Session flow
template.
Click Create.
To search for a lead, employee, or person account instead of contacts, click the
Find Matching Contacts Flow flow action, and then select
Edit Action. Make a selection in the Search Object dropdown menu.
To narrow your search to a specific field on the individual record, make your selection
from the Search Fields dropdown menu.
To search for a specific term or variable, replace what’s in the Search Term field.
Click Done.
Click Save.
Test and update the flow, and then activate it.
When a support rep runs the flow, it displays contacts with the same email address as
the case’s Web Email field. To link a contact to the case, the support rep selects a matching
contact.
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