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Customize the Action Launcher in the Contact Center

Create your own quick actions and configure them in the Contact Center Action Launcher component. For example, if the contact center agent frequently gets requests to add patient medications, create a deployment from the Action Launcher in Setup.

Required Editions

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions with Health Cloud
User Permissions Needed
To use the Contact Center for Health Cloud Contact Center for Health Cloud permission set
  1. From Setup, in the Quick Find box, enter Action Launcher, and then click Deployments.
  2. Click New Deployment, and then click Next.
  3. Enter a label. The API name is auto-updated.
  4. Select whether you want to add Buttons, flows, links, and quick actions, Omniscripts, or Components. You can select any or all of them. Click Next.
  5. Select the object for which you want to show the actions. For the Contact Center, select Account as the object, and then click Next.
  6. From the list of available actions, screen flows or Omniscripts, choose items that appear in the Action Launcher search results. Click Next.
  7. Select frequently used actions to pin to the Action Launcher.
    A new deployment consisting of quick actions like New Task, Add Patient Medication, Clinical Assessment Flow, Create a Case, and Program Enrollment.
  8. Save your changes.
  9. From the App Launcher, go to the Contact Center and open the person account’s record page in Lightning App Builder.
  10. If the Action Launcher component is not already placed on the page, drag this component from the component list to the page.
  11. In the Properties pane, in Action Launcher Deployment, select the deployment you configured.
    A new deployment called Contact Center Actions added to Action Launcher Deployment in Lightning App Builder.
  12. Save your changes.

See Also