Connect Your Customers to the Right Service Agents Using Omni-Channel Flow (Beta)

Manage complex routing processes from a centralized location to create efficient, flexible and productive service experiences.
Where: This change applies to Classic and Lightning Experience in Enterprise, Performance, Unlimited, Professional, and Developer editions in Service Cloud.


As a beta feature, Omni-Channel Flow is a preview and isn’t part of the “Services” under your master subscription agreement with Salesforce. Use this feature at your sole discretion, and make your purchase decisions only on the basis of generally available products and features. Salesforce doesn’t guarantee general availability of this feature within any particular time frame or at all, and we can discontinue it at any time. This feature is for evaluation purposes only, not for production use. It’s offered as is and isn’t supported, and Salesforce has no liability for any harm or damage arising out of or in connection with it. All restrictions, Salesforce reservation of rights, obligations concerning the Services, and terms for related Non-Salesforce Applications and Content apply equally to your use of this feature. You can provide feedback and suggestions for Omni-Channel Flow in the Trailblazer Community.

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.

Example Omni-Channel Flow

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.

New Flow window.

After you enable Omni-Channel Flow, search Flows in the Quick Start menu, then select Omni-Channel Flows.