Connect Your Customers to the Right Service Agents Using Omni-Channel Flow (Beta)
Why: The Omni-Channel Flow incorporates all the functionality of Omni-Channel within a Salesforce Flow. Use the power and flexibility of Flow Builder to define your routing rules and other business processes and dynamically route work to the best agent for each customer.
For example, use the information on the Chat Transcript or a related Contact to route work based on the website your customer is using, their location or language, the number of times they reached out for help, or even their preferred agent.
How: If it’s your first time using an Omni-Channel Flow, enable it in Omni-Channel Settings.
After you enable Omni-Channel Flow, search Flows in the Quick Start menu, then select Omni-Channel Flows.