Create Cases for Inbound Calls with an Omni-Channel Flow Template

Save yourself time setting up this routing logic by using the Basic Routing with Case Creation template. This template identifies the caller, routes the call to a queue, creates a case for the call, and screen-pops the new case record when the service rep accepts the call. If needed, modify the Omni-Channel flow to change the default routing behavior, such as the queue.

1. In the Quick Find box under Setup, enter Flows, and then select Flows under Process Automation.
2. Click New Flow.
3. Click All + Templates.
4. To filter the flow types to Omni-Channel flows, select Omni-Channel Flow in the left pane of the New Flow screen.
   
5. To create a flow from the Basic Routing with Case Creation template, select Voice Calls Routed to Basic Queue with Case Creation, and then click Create.
   
6. Open the Route Work action.
7. In the Service Channel field, remove Phone, and then search for and select Phone again.
8. Click Done.
9. Save the Omni-Channel flow.
10. To activate the updates to the flow, click Activate.
11. In Amazon Connect, open the associated Sample SCV Basic Routing with Case Creation contact flow.
12. Double-click the Invoke AWS Lambda function block, and add the flowDevName and fallbackQueue input parameters.
13. In flowDevName, specify the developer name of the Voice Calls Routed to Basic Queue with Case Creation Omni-Channel flow that you created .
14. In fallbackQueue, specify the developer name or ID of the fallback queue. If needed, you can assign the SCV Basic Queue as the fallback queue.
    
15. Save the changes to the Lambda function.
16. Save and publish the Sample SCV Basic Routing with Case Creation contact flow.
17. Open the Sample SCV Inbound Flow.
18. Open the Transfer to Flow block and select Sample SCV Basic Routing with Case Creation.
19. Save the inbound contact flow and publish the changes.

After you're done, to route calls made to a phone channel, assign the Sample SCV Basic Routing with Case Creation Omni-Channel flow to the phone channel.