Salesforce Docs Portal

Create an Omni-Channel Routing Flow for the B2B Guided Shopping Agent

An Omni-Channel routing flow routes messages from the messaging service to your guided shopping agent for your B2B store. Create a flow to automate routine tasks, and to make agent communication more efficient.

Required Editions

View supported editions.

Before you begin, create a guided shopping agent for your B2B store. See Create a Guided Shopping Agent for a B2B Store.

  1. In your Salesforce org, click Setup icon at the top of the page, and then select Setup.
  2. In the Quick Find box, enter and select Omni-Channel Settings.
  3. Select Enable Omni-Channel and Enable Skills-Based and Direct-to-Agent Routing, and then save your settings.
  4. In the Quick Find box, enter and select Flows.
  5. Create a flow, and select the Omni-Channel Flow template.
  6. Add an element of the type Route Work.
    1. Add a label for the element. The API Name field is automatically populated.
    2. Create the variables recordId and input_record under Set Input Values.
  7. Select Messaging as the vaue for Service Channel, and route to an agent.
  8. Select the agent to which the messages are routed.
  9. Select the backup or fallback queue to which the messages are routed.
  10. Save your changes and activate the flow.

See Also