---
schema_version: "1"
id: 32b514f6cacd3d2de4be043414680f102c18c1f4bb85e26570229e058f2edf14
title: Route Outbound Calls to Service Reps After Customers Answer
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/264-0-0/rn_afcc_outbound_call_routing.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_outbound_call_routing.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 176b4f6a38939461cb3ae50226636b5085e5bf605961bdea3fab349e96e5f4d2
description: 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.
products:
  - Cross Cloud
release: "264"
---
# Route Outbound Calls to Service Reps After Customers Answer

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](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&language=en_US).

- 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.