---
schema_version: "1"
id: c9cb85461f19d59d2a1999d20e5397542d21e1aaf665801dcc3e588aba2777d4
title: Contact Request Considerations
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/contact_request_considerations.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.contact_request_considerations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4f32deb52d2029901e0561c0ef6ebcdf96772bc9c8a21cc9428809e7f3d00922
description: Review the following considerations for setting up and working with contact requests in Agentforce Service (formerly Service Cloud).
products:
  - Service Cloud
release: "264"
---
# Contact Request Considerations

Review the following considerations for setting up and working with contact requests in Agentforce Service (formerly Service Cloud).

### 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>

## Setup Considerations

- Flows created from the Customer Contact Requests page in Setup don’t appear in the list of flows on the Flows page.
- You can create contact request flows directly in Flow Builder, but we recommend that you use the guided setup experience on the Customer Contact Requests page in Setup.
- If you customize the Reason picklist values after the flow is created, you must manually update the picklist values in Flow Builder. Updates to field values aren’t synced with the flow.
- Contact request flows don’t support pause actions on flow screens. If you enable the Pause action in Flow Builder, the action is ignored at run time.
- To use a contact request flow provided in an AppExchange package, update the contact request owner to user in your org. To update the owner, use Flow Builder or the Cloud Flow Designer. Specify a user that has at least read permission on the contact request object.

## Service Rep Considerations

- By default, all Standard User and System Administrator profiles have access to the object. Make sure that your service rep profiles have at least read access on the contact request object.
- To save service rep time, when they relate a contact request to a new record, we populate relevant fields with information from the contact request. For example, when a service rep relates a contact request to a new case, we populate the Status, Priority, Case Origin, Web Phone, Subject, and Description fields on the case record. For new accounts, we populate the Phone field. For new opportunities, we populate the Description field.

#### See Also

- [Let Customers Create Contact Requests](https://help.salesforce.com/s/articleView?id=service.contact_request.htm&release=264.0.0&type=5 "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.")
- [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.")
- [Flow Builder Tour](https://help.salesforce.com/s/articleView?id=platform.flow_builder.htm&type=5&language=en_US)