Create more personalized outbound customer experiences by connecting callers to the right service rep. After a customer answers your outbound call, qualify them through IVR or Agentforce interactions, then route them to the most appropriate rep based on their needs, or connect them directly to their account rep. Previously, outbound flows could connect customers only to IVR or Agentforce experiences, requiring workarounds to reach reps.
Where: This change is available in Salesforce orgs with this telephony model.
- Salesforce Voice (Native Telephony)
How: In Flow Builder, configure the Initiate Outbound Flow Action and add routing actions to connect customers to queues, skill-based routing targets, or specific service reps after the call connects. Set a fallback queue to handle calls if the flow encounters an error or terminates unexpectedly.