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Create a Call Origination Flow

Automate business workflows, including updating the Caller ID (CLI) shown to the customer, by evaluating real-time CRM data, rather than relying on one static, org-wide number. The flow runs in headless configuration and synchronously right after a rep places an outbound call, before the call reaches the carrier, so the CLI is resolved automatically per call with no effort from the rep.

Required Editions

This article applies to:

Salesforce Voice (Native Telephony)

View supported editions.
User Permissions Needed
To open, edit, or create a flow in Flow Builder:

Agentforce Contact Center Admin (Salesforce Voice) permission set.

Here are some use cases where you can use call origination flows to customize the native contact center to fit your needs.

  • Dynamic CLI by region or brand — Resolve a CLI matching the customer's geography or business unit instead of a fixed default. For example, a UK rep calling a UK customer gets a local CLI, improving answer rates.
  • Restrict call attempts outside allowed hours — Use status to block a call from proceeding when it falls outside preferred or allowed calling hours.

Only one Call Origination Flow can be attached to a given Voice Configuration at a time. Your org has an out-of-the-box sample flow, Resolve Outbound Caller ID, that checks the number being dialed and decides whether it's a US or international number, then sets the appropriate resolved caller ID accordingly. Duplicate the flow and then edit it to assign a CLI number to a specific rep in your org or customize it further for your specific business needs.

  1. From Setup, in the Quick Find box, enter Flows, and then select Flows.
  2. Click Resolve Outbound Caller ID and save it as a new flow.
  3. The system passes these inputs to the flow:
    • agentId — the user ID of the rep placing the call
    • dialedInNumber — the number the rep dialed
    Flow Builder Toolbox Manager tab showing the agentId and dialedInNumber variables highlighted
  4. If the dialed number starts with +1, edit the Action element, Get US Voice Caller Id, to set the Caller ID to the number that you want displayed to the receiver. You can select numbers with outbound calling capability that are also available for CLI.
    Edit Get Voice Caller IDs window for the Get US Voice Caller Id action, with a US Caller ID entered and the output stored in resolvedCli
  5. Edit the assignment element, Set US Resolved CLI, to set status to SUCCESS.
    Set US Resolved CLI assignment element with the status variable set to equal SUCCESS
  6. If the dialed number doesn’t start with +1, edit the Action element, Get International Voice Caller Id, to set the Caller ID to the number that you want displayed to the receiver. You can select numbers with outbound calling capability that are also available for CLI.
    Get International Voice Caller Id action with an international Caller ID entered and the output stored in resolvedCli
  7. Edit the assignment element, Set International Resolved CLI, to set status to SUCCESS. The flow finishes after either branch, leaving resolvedCli and status set for the calling process to use.
    Set International Resolved CLI assignment element with the status variable set to equal SUCCESS
  8. Save and activate your flow.
  9. You can now add your flow to a voice configuration so that it’s automatically triggered when the rep makes a call.

If a flow is assigned to the rep's Voice Configuration and it returns resolvedCli, that CLI is used. If no flow is assigned, or the flow doesn't return a CLI, the Fallback Caller ID on the Voice Configuration is used. If the Voice Configuration has no Fallback Caller ID set, the org-wide default CLI is used.