Advanced Routing with Omni-Channel Flows

Omni-Channel Flow brings all the functionality of Omni-Channel within Flow Builder. Use the power and flexibility of Flow Builder to define your routing rules and dynamically route work to the best service rep. Omni-Channel Flow unifies the routing setup for all supported channels, including voice calls, chats, messaging sessions, cases, leads, and custom objects.

• How Does an Omni-Channel Flow Work?
  When your customer initiates a chat, voice, or messaging conversation, launch an Omni-Channel flow to route the work item to a queue, skill, service rep, or bot.
• Create an Omni-Channel Flow
  Create a flow from scratch. Or, get a headstart by creating one from an Omni-Channel flow template. The templates illustrate how to create flows that route chats, voice calls, and messages to service reps, queues, and skills. You can also use a template to create a case for each inbound call. You can customize flows built from templates to meet your business needs.
• 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.
• Assign an Omni-Channel Flow to a Chat Button
  Route chats to the best service rep dynamically using the Omni-Channel routing type and Omni-Channel flows.
• Assign an Omni-Channel Flow to a Phone Channel
  Your contact center can have multiple phone channels that your customers can call, such one for Support and another for Sales. Each channel has its own phone number. To route calls in a phone channel, create the channel in the contact center and then specify the routing method for the channel. To dynamically route calls with an Omni-Channel flow, assign the flow to the channel.
• Assign an Omni-Channel Flow to Route Cases from Email-to-Case
  Route cases from your customer support emails to qualified support reps with an Omni-Channel flow.
• Invoke an Omni-Channel Flow to Route Non-Real-Time Objects
  To route non-real-time objects, such as cases, leads, and custom objects, define the routing logic in an Omni-Channel flow, and then invoke the flow from a parent flow based on your business rules. For example, to trigger the flow to run when cases are created, add it as a subflow in a record-triggered flow. Or, to perform a custom transfer process, add it as a subflow in a screen flow.
• Considerations When Using Omni-Channel Flows
  Omni-Channel flows enable you to implement robust routing logic. To ensure work is routed as expected, review these guidelines.