Reach customers proactively by triggering outbound voice calls directly from a flow. You can trigger appointment reminders, payment notifications, service updates, or AI-led conversations without requiring a rep to place the call manually.
Required Editions
This article applies to:
Salesforce Voice (Native Telephony)
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To procure a Phone number: | Agentforce Contact Center Admin (Salesforce Voice) Permission Set |
Let’s consider a high-priority customer support scenario where a client submits an urgent service request via a web portal. Rather than waiting for a manual review, the system automatically detects the new record and triggers an immediate outbound call to connect the customer with an available specialist.
Note Outbound Actions are currently supported only in Record-Triggered, Schedule-Triggered,
Autolaunched, and Omni-Channel Flows.
- From Setup, enter Flows in the Quick Find box, then select Flows.
- Click New Flow and select Record-Triggered Flow.
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Configure these settings:
- Object: Cases
- Trigger: A record is created
- Condition Requirements: None
- Optimize the Flow for: Actions and Related Records
- Select the Include a Run Asynchronously path.
- On the asynchronous path in the Flow Builder, click + and select the Initiate Outbound Voice Call action.
-
Configure the action parameters:
- Label: Initiate Outbound Voice Call Action 1
- API Name: Outbound_Voice_Call_Action_1
- Amount of Time: 1
- Units: Days
- Recipient Phone Number: Select the resource for the customer's phone number.
- Caller ID: Select the number for outbound calls. This list only shows numbers that have been enabled for caller line identification.
- Call Experience Flow: An active Omni-Channel flow. To not include input parameters from the active Omni-Channel flow to this Record-Triggered Flow, turn on Not Included.
- In the View Output Resources section, select Manually assign variables (advanced).
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Map the execution results to your flow resources:
- Outbound Status: {!status}
- Outbound Voice Call Id: {!outboundVoiceCallId}
- Save and activate your flow.