Create the following variables to store values in your flow: recordId, skillList, prechat, and input_record. RecordId is required. SkillList, prechat, and input_record are optional based on your flow logic.
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- Create the recordId
To store the ID of the work item in the flow, create the recordId variable. - Create the skillList
To route work to service reps with the right skills, identify the required skills and store them in a record collection variable. - Create the prechat
To build a flow that routes chats based on information captured in a pre-chat form, add a prechat record collection variable. Set up the variable to pull pre-chat details from the Conversation Context Entry object. - Create the input_record
If you build a flow to route work based on field values in a Salesforce record, use a record variable to store the record. - Create the reasonForNotRouting
To explain why a flow can’t route a work item, create the reasonForNotRouting variable. You can use this variable in a Messaging for In-App and Web channel to return a reason why the flow can’t route a messaging request.