---
schema_version: "1"
id: f334708f15aaae8f5d9c514a8ab6cac3b8f688e3f77437e0d555cb43b5e5038f
title: Standard Omni-Channel Flow Templates for Open CTI Migration
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_migrate_flow_templates.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_migrate_flow_templates.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3867805001dc0b460988665e13f51023431a5bc5b858425b66b7e24657d2b4ec
description: To help you translate your Open CTI logic into Voice and other channel workflows, Salesforce provides Omni-Channel flow templates as a starting point.
products:
  - Service Cloud
release: "264"
---
# Standard Omni-Channel Flow Templates for Open CTI Migration

To help you translate your Open CTI logic into Voice and other channel workflows, Salesforce provides Omni-Channel flow templates as a starting point.

To find and use these templates, from Setup, search for and go to **Flows**. Filter for **Process Type** equals **Omni-Channel Flow**. Select a template and click **Save As New Flow**.

These flows are available out of the box.

  
| Flow Name | Description | Channel |
| --- | --- | --- |
| Voice Calls Routed to Agents and Queues | Routes each call to a rep or queue based on conditions that you define. | Voice |
| Voice Calls Routed to Basic Queue with Case Creation | Routes each call to the default queue (Basic Queue) and, if the rep accepts, screen pops the new case for this call and identifies the caller. | Voice |
| Messages Routed to Agents and Queues | Routes each message to a rep or queue based on conditions that you define. | Messaging |
| Chats Routed to Agents and Queues | Routes each chat to a rep or queue based on conditions that you define. | Chat |
| Chats Routed to Agents with the Right Skills | Routes each chat to a rep with the required skills based on conditions that you define. | Chat |

In addition to these routing templates, your managed package may include industry-specific flows or partner-provided flows. You can also create record-triggered flows in Flow Builder to meet your migration needs.

## Open CTI to Voice Flow Replacement Reference

When migrating from Open CTI, use this reference to track what you have in Open CTI versus what Salesforce provides in Voice.

 
| Open CTI | Voice Replacement |
| --- | --- |
| Custom JavaScript in adapter calling `opencti.screenPop()` | Start with Omni-Channel flow templates for Voice. |
| Custom JavaScript calling `opencti.saveLog()` | Build a record-triggered flow on the VoiceCall object. |
| Custom adapter routing logic | Start with Omni-Channel flow templates for Voice and replace JS logic with declarative Flow elements. |
| Chat/Messaging routing | Start with Omni-Channel flow templates for Chat or Messaging. |