---
schema_version: "1"
id: 6790c91c63624c0ca5168065990d018863fdafa8c9f1d9616ec8d7a9a88a8723
title: Let Customers Create Contact Requests
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/contact_request.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.contact_request.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 43ca9af3baffb9d8749f06e31a1884174d82500e4ec199c6d306c54208402bd7
description: Respect your customers' time by giving them a web form where they can ask support to contact them. Then, route contact requests to service reps in the Service Console.
products:
  - Service Cloud
release: "264"
---
# Let Customers Create Contact Requests

Respect your customers' time by giving them a web form where they can ask support to contact them. Then, route contact requests to service reps in the Service Console.

### Required Editions

<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.service_editions_reference.htm&amp;language=en_US" target="_blank">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:40%">
          <col style="width:60%">
        </colgroup>
        <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="d26007e58">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d26007e58 ">To create contact request flows:</td>

            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d26007e58 ">Manage Flow</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d26007e58 ">To add contact request flows to Experience Cloud sites:</td>

            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d26007e58 ">View Setup and Configuration AND Create and Set Up
              Experiences</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d26007e58 ">To add contact requests to the Service Console:</td>

            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d26007e58 ">View Setup and Configuration AND Customize Application</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d26007e58 ">To set up Omni-Channel routing for contact requests:</td>

            <td class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d26007e58 ">Customize Application</td>

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

1. Create a contact request flow. The flow creates the form that your customers fill out to request contact from support.
    1. In Setup, enter Customer Contact Requests in the Quick Find box, and then select **Customer Contact Requests**.
    2. Click **New Flow**.
    3. Enter a name and description for your contact request flow. These values aren’t visible to customers.
        
        ![Screen showing flow name fields](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/basics/contact_request_name.png)
    4. Customize the list of reasons that customers select from to describe why they’re submitting a contact request.
        
        ![Screen showing list of contact reasons](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/basics/contact_request_reasons.png)
    5. Select a user or queue to own incoming contact requests.
2. Implement contact requests in your Experience Cloud site or Interactive Voice Response (IVR) system.
    
    - To add the flow to your Experience Cloud site, use a component in Experience Builder.
    - To add the flow to your IVR system, work with your telephony provider.
3. Set up your service rep experience.
    
    Contact requests work alongside your other service-related records. Service reps can use the Requested By field to relate the contact request to people, like contacts and leads. And the Related To field connects the contact request to accounts, cases, opportunities, work orders, voice calls, and custom objects.
    
    1. Review your service reps’ access levels.
        
        Make sure that your service reps have at least read access on the contact request object. Also make sure that they can see the Contact Request tab.
    2. Add the Contact Request object to the navigation items in your Service Console.
    3. Optionally, set up Omni-Channel routing.
        
        To route contact requests with Omni-Channel, create or edit a queue that’s used by Omni-Channel to include the contact request object. Then, specify this queue as the owner when you set up the contact request flow.

- **[Add Contact Requests to Experience Cloud Sites](https://help.salesforce.com/s/articleView?id=service.contact_request_setup_community.htm&release=264.0.0&type=5)**  
    In Experience Builder, add a contact request flow to your Experience Cloud site so site members can request that customer support contact them.
- **[Contact Request Considerations](https://help.salesforce.com/s/articleView?id=service.contact_request_considerations.htm&release=264.0.0&type=5)**  
    Review the following considerations for setting up and working with contact requests in Agentforce Service (formerly Service Cloud).