Simplify the decision process for your reps by configuring voice call transfers with Omni-Channel Flows. This Omni-Channel Unified Routing enhancement unlocks more dynamic routing capabilities, allowing you to use complex business logic and skill-based criteria within a flow to determine the next transfer target.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions. Available in Salesforce orgs with these telephony models.
- Service Cloud Voice with Amazon Connect
- Service Cloud Voice with Partner Telephony from Amazon Connect
Service Cloud Voice is available in Agentforce Sales (formerly Sales Cloud), Agentforce Service (formerly Service Cloud), and Government Cloud with the Service Cloud Voice add-on license. It’s also available in Agentforce for Industries built from Sales or Service. View supported editions.
See Also
- Salesforce Help: Transfer Voice Calls with Omni-Channel Unified Routing (can be outdated or unavailable during release preview)
- Service Cloud Voice Implementation Guide | Telephony Integration API: Route a Voice Call
- Service Cloud Voice Implementation Guide: InvokeTelephonyIntegrationApiFunction Lambda Function