---
schema_version: "1"
id: a028be2ab744ab945c2905cd6a3cfda1b7770fe33c423b82cbf6483844697b5a
title: Initiate Automated Outbound Calls from a Flow
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/afcc_sv_outbound_call.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.afcc_sv_outbound_call.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 97d67e0ba495c470f572bc5a9a31e10811abbe2af727f0331b9ec6e53a9fb370
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Initiate Automated Outbound Calls from a Flow

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)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
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        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d30495e66">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d30495e66 ">To procure a Phone number:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d30495e66 ">Agentforce Contact Center Admin (Salesforce Voice) Permission Set</td>

          </tr>
        </tbody>
      </table>

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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note Outbound Actions are currently supported only in Record-Triggered, Schedule-Triggered, Autolaunched, and Omni-Channel Flows.

1. From Setup, enter Flows in the Quick Find box, then select **Flows**.
2. Click **New Flow** and select **Record-Triggered** Flow.
3. Configure these settings:
    
    - Object: Cases
    - Trigger: A record is created
    - Condition Requirements: None
    - Optimize the Flow for: Actions and Related Records
4. Select the **Include a Run Asynchronously path**.
5. On the asynchronous path in the Flow Builder, click **+** and select the **Initiate Outbound Voice** Call action.
6. 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**.
7. In the **View Output Resources** section, select **Manually assign variables (advanced)**.
8. Map the execution results to your flow resources:
    
    - Outbound Status: {!status}
    - Outbound Voice Call Id: {!outboundVoiceCallId}
9. Save and activate your flow.