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Using Flow to Create a Synchronized Co-Work Chat Session

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Using Flow to Create a Synchronized Co-Work Chat SessionUsing Flow to Create a Synchronized Co-Work Chat Session

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Unchanged: <p>It’s easy to insert screen flows into Salesforce chat sessions, but you can go far beyond that, enabling agents to co-work with customers on the same process in real-time.</p>Unchanged: <p>It’s easy to insert screen flows into Salesforce chat sessions, but you can go far beyond that, enabling agents to co-work with customers on the same process in real-time.</p>
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Unchanged: <h2>Demo</h2>Unchanged: <h2>Demo</h2>
Unchanged: <p>Video created and available internally here : https://drive.google.com/file/d/1yLPK-ElSpHOEOQa_hXCqsMJdTVUUAqPt/view?usp=sharing</p>Unchanged: <p>Video created and available internally here : https://drive.google.com/file/d/1yLPK-ElSpHOEOQa_hXCqsMJdTVUUAqPt/view?usp=sharing</p>
Unchanged: <h2>Overall Architecture</h2>Unchanged: <h2>Overall Architecture</h2>
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Deleted: <figure class="wp-block-gallery columns-1 is-cropped"><ul class="blocks-gallery-grid"><li class="blocks-gallery-item"><figure><img src="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Architecture-1-1030x644.jpg" alt="" data-id="20899" data-full-url="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Architecture-1.jpg" data-link="https://unofficialsf.com/?attachment_id=20899" class="wp-image-20899" /></figure></li></ul></figure> Added: <figure class="wp-block-gallery columns-1 is-cropped"><ul class="blocks-gallery-grid"><li class="blocks-gallery-item"><figure><img src="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Architecture-1-1030x644.jpg" alt="" data-id="20899" data-full-url="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Architecture-1.jpg" data-link="https://unofficialsf.com/?attachment_id=20899" class="wp-image-20899"/></figure></li></ul></figure>
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Unchanged: <h2>Configure</h2>Unchanged: <h2>Configure</h2>
Unchanged: <p><span style="font-weight: 400">This example describe the configuration used for the demo above</span></p>Unchanged: <p><span style="font-weight: 400">This example describe the configuration used for the demo above</span></p>
Unchanged: <h3><b>Prerequisite</b></h3>Unchanged: <h3><b>Prerequisite</b></h3>
Unchanged: <p>You will need to install several components:</p>Unchanged: <p>You will need to install several components:</p>
Unchanged: <ul>Unchanged: <ul>
Unchanged: <li><a href="https://unofficialsf.com/?p=20839&amp;preview=true"> How to Run a Screen Flow in a Chat Session</a></li>Unchanged: <li><a href="https://unofficialsf.com/?p=20839&amp;preview=true"> How to Run a Screen Flow in a Chat Session</a></li>
Unchanged: <li><a href="https://unofficialsf.com/?post_type=pauple_helpie&amp;p=20816&amp;preview=true">Manage Chat/Messaging Session with Flow</a></li>Unchanged: <li><a href="https://unofficialsf.com/?post_type=pauple_helpie&amp;p=20816&amp;preview=true">Manage Chat/Messaging Session with Flow</a></li>
Unchanged: <li><a href="https://unofficialsf.com/?post_type=pauple_helpie&amp;p=20922&amp;preview=true">Enabling Flow Screens to Respond to Platform Events</a></li>Unchanged: <li><a href="https://unofficialsf.com/?post_type=pauple_helpie&amp;p=20922&amp;preview=true">Enabling Flow Screens to Respond to Platform Events</a></li>
Unchanged: </ul>Unchanged: </ul>
Deleted: <h3>Step 1 -<b> Create a platform event</b></h3> Added: <h3>Step 1 -<b>&nbsp;Create a platform event</b></h3>
Unchanged: <p><span style="font-weight: 400">This platform event will be used to synchronise the customer flow with the agent flow. the platform event has two fields</span></p>Unchanged: <p><span style="font-weight: 400">This platform event will be used to synchronise the customer flow with the agent flow. the platform event has two fields</span></p>
Unchanged: <ul>Unchanged: <ul>
Unchanged: <li style="font-weight: 400"><span style="font-weight: 400">id =&gt; to identify the platform event between agent and customer</span></li>Unchanged: <li style="font-weight: 400"><span style="font-weight: 400">id =&gt; to identify the platform event between agent and customer</span></li>
Unchanged: <li style="font-weight: 400"><span style="font-weight: 400">use_of_fund_reason =&gt; to store the customer’s answer and share it with the agent</span></li>Unchanged: <li style="font-weight: 400"><span style="font-weight: 400">use_of_fund_reason =&gt; to store the customer’s answer and share it with the agent</span></li>
Unchanged: </ul>Unchanged: </ul>
Unchanged: <p><em>How does the id get used? Let's say you're having two customer (A &amp; B) having a chat session at the same time with two different agents (A &amp; B) and both of them running the "synchronized" flow. When customer A is filling his form you want only the agent A's running flow to react to the platform event created by customer A. You don't the agent B's running flow to react. That's exactly what this id is for. Customer A will create a platform event with an id and agent A is reacting to only platform events with that id. </em></p>Unchanged: <p><em>How does the id get used? Let's say you're having two customer (A &amp; B) having a chat session at the same time with two different agents (A &amp; B) and both of them running the "synchronized" flow. When customer A is filling his form you want only the agent A's running flow to react to the platform event created by customer A. You don't the agent B's running flow to react. That's exactly what this id is for. Customer A will create a platform event with an id and agent A is reacting to only platform events with that id. </em></p>
Unchanged: <p><em>How does Agent A and customer A knows which id to use? In the demo you may have notice that customer A flow has been initiated by Agent A. When Agent A initiates a flow on the customer side for customer A, agent A initiates this customer side flow with one parameter : the id customer A must use to create platform events. This id can be auto-generated and unique, it can the ChatTranscriptId or the CaseId (assuming the same customer is not discussing with two different agents for the same case!).</em></p>Unchanged: <p><em>How does Agent A and customer A knows which id to use? In the demo you may have notice that customer A flow has been initiated by Agent A. When Agent A initiates a flow on the customer side for customer A, agent A initiates this customer side flow with one parameter : the id customer A must use to create platform events. This id can be auto-generated and unique, it can the ChatTranscriptId or the CaseId (assuming the same customer is not discussing with two different agents for the same case!).</em></p>
Unchanged: <p><i><span style="font-weight: 400">If you need more data to synchronise between customer and agent, just add more fields to the platform event</span></i></p>Unchanged: <p><i><span style="font-weight: 400">If you need more data to synchronise between customer and agent, just add more fields to the platform event</span></i></p>
Deleted: <p> </p> Added: <p>&nbsp;</p>
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Deleted: <!-- wp:gallery {"ids":[20896],"align":"wide"} --> Added: <!-- wp:gallery {"ids":[20896],"linkTo":"none","align":"wide"} -->
Deleted: <figure class="wp-block-gallery alignwide columns-1 is-cropped"><ul class="blocks-gallery-grid"><li class="blocks-gallery-item"><figure><img src="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Platform-Event-1030x581.png" alt="" data-id="20896" data-full-url="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Platform-Event.png" data-link="https://unofficialsf.com/?attachment_id=20896" class="wp-image-20896" /></figure></li></ul></figure> Added: <figure class="wp-block-gallery alignwide columns-1 is-cropped"><ul class="blocks-gallery-grid"><li class="blocks-gallery-item"><figure><img src="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Platform-Event-1030x581.png" alt="" data-id="20896" data-full-url="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Platform-Event.png" data-link="https://unofficialsf.com/?attachment_id=20896" class="wp-image-20896"/></figure></li></ul></figure>
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Unchanged: <h3><b>Step 2 - Create the Customer side flow</b></h3>Unchanged: <h3><b>Step 2 - Create the Customer side flow</b></h3>
Unchanged: <p><span style="font-weight: 400">This flow demonstrates the key elements necessary to create a Synchronized Co-Working chat session. </span></p>Unchanged: <p><span style="font-weight: 400">This flow demonstrates the key elements necessary to create a Synchronized Co-Working chat session. </span></p>
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Deleted: <figure class="wp-block-gallery columns-1 is-cropped"><ul class="blocks-gallery-grid"><li class="blocks-gallery-item"><figure><img src="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Client-Side-Flow-1030x267.png" alt="" data-id="20900" data-full-url="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Client-Side-Flow.png" data-link="https://unofficialsf.com/?attachment_id=20900" class="wp-image-20900" /></figure></li></ul></figure> Added: <figure class="wp-block-gallery columns-1 is-cropped"><ul class="blocks-gallery-grid"><li class="blocks-gallery-item"><figure><img src="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Client-Side-Flow-1030x267.png" alt="" data-id="20900" data-full-url="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Client-Side-Flow.png" data-link="https://unofficialsf.com/?attachment_id=20900" class="wp-image-20900"/></figure></li></ul></figure>
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Unchanged: <p>The first node is a screen that will display the question in the form</p>Unchanged: <p>The first node is a screen that will display the question in the form</p>
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Deleted: <figure class="wp-block-gallery columns-1 is-cropped"><ul class="blocks-gallery-grid"><li class="blocks-gallery-item"><figure><img src="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Customer-Screen-1-1-1030x524.png" alt="" data-id="20903" data-full-url="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Customer-Screen-1-1.png" data-link="https://unofficialsf.com/?attachment_id=20903" class="wp-image-20903" /></figure></li></ul></figure> Added: <figure class="wp-block-gallery columns-1 is-cropped"><ul class="blocks-gallery-grid"><li class="blocks-gallery-item"><figure><img src="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Customer-Screen-1-1-1030x524.png" alt="" data-id="20903" data-full-url="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Customer-Screen-1-1.png" data-link="https://unofficialsf.com/?attachment_id=20903" class="wp-image-20903"/></figure></li></ul></figure>
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Unchanged: <p>The second node is a create record node and will create the platform event</p>Unchanged: <p>The second node is a create record node and will create the platform event</p>
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Deleted: <figure class="wp-block-gallery columns-1 is-cropped"><ul class="blocks-gallery-grid"><li class="blocks-gallery-item"><figure><img src="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Customer-Create-Platform-Event-1030x526.png" alt="" data-id="20905" data-full-url="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Customer-Create-Platform-Event.png" data-link="https://unofficialsf.com/?attachment_id=20905" class="wp-image-20905" /></figure></li></ul></figure> Added: <figure class="wp-block-gallery columns-1 is-cropped"><ul class="blocks-gallery-grid"><li class="blocks-gallery-item"><figure><img src="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Customer-Create-Platform-Event-1030x526.png" alt="" data-id="20905" data-full-url="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Customer-Create-Platform-Event.png" data-link="https://unofficialsf.com/?attachment_id=20905" class="wp-image-20905"/></figure></li></ul></figure>
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Unchanged: <p>The third node is a screen that will display the results</p>Unchanged: <p>The third node is a screen that will display the results</p>
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Deleted: <figure class="wp-block-gallery columns-1 is-cropped"><ul class="blocks-gallery-grid"><li class="blocks-gallery-item"><figure><img src="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Customer-Screen-2-1-1030x525.png" alt="" data-id="20909" data-full-url="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Customer-Screen-2-1.png" data-link="https://unofficialsf.com/?attachment_id=20909" class="wp-image-20909" /></figure></li></ul></figure> Added: <figure class="wp-block-gallery columns-1 is-cropped"><ul class="blocks-gallery-grid"><li class="blocks-gallery-item"><figure><img src="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Customer-Screen-2-1-1030x525.png" alt="" data-id="20909" data-full-url="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Customer-Screen-2-1.png" data-link="https://unofficialsf.com/?attachment_id=20909" class="wp-image-20909"/></figure></li></ul></figure>
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Unchanged: <h3>Step 3 - Create a lightning component to listen to the platform event</h3>Unchanged: <h3>Step 3 - Create a lightning component to listen to the platform event</h3>
Unchanged: <p>Refer to following <a href="https://unofficialsf.com/?post_type=pauple_helpie&amp;p=20922&amp;preview=true">article</a>.</p>Unchanged: <p>Refer to following <a href="https://unofficialsf.com/?post_type=pauple_helpie&amp;p=20922&amp;preview=true">article</a>.</p>
Unchanged: <h3>Step 4 - Create the Agent side flow</h3>Unchanged: <h3>Step 4 - Create the Agent side flow</h3>
Unchanged: <p><em>Remember that in the demonstration, the flow was initiated from the Case and not the Live Chat Transcript</em></p>Unchanged: <p><em>Remember that in the demonstration, the flow was initiated from the Case and not the Live Chat Transcript</em></p>
Unchanged: <!-- /wp:tadv/classic-paragraph -->Unchanged: <!-- /wp:tadv/classic-paragraph -->
Deleted: <!-- wp:gallery {"ids":[20919]} --> Added: <!-- wp:gallery {"ids":[20919],"linkTo":"none"} -->
Deleted: <figure class="wp-block-gallery columns-1 is-cropped"><ul class="blocks-gallery-grid"><li class="blocks-gallery-item"><figure><img src="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Agent-Side-Flow-1-1030x265.png" alt="" data-id="20919" data-full-url="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Agent-Side-Flow-1.png" data-link="https://unofficialsf.com/?attachment_id=20919" class="wp-image-20919" /></figure></li></ul></figure> Added: <figure class="wp-block-gallery columns-1 is-cropped"><ul class="blocks-gallery-grid"><li class="blocks-gallery-item"><figure><img src="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Agent-Side-Flow-1-1030x265.png" alt="" data-id="20919" data-full-url="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Agent-Side-Flow-1.png" data-link="https://unofficialsf.com/?attachment_id=20919" class="wp-image-20919"/></figure></li></ul></figure>
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Unchanged: <p>The first node is a Get Record node in order to retrieve the <strong>LivechatTranscriptId</strong> from the Case Id. The Case Id will be passed in a variable named <strong>recordId</strong></p>Unchanged: <p>The first node is a Get Record node in order to retrieve the <strong>LivechatTranscriptId</strong> from the Case Id. The Case Id will be passed in a variable named <strong>recordId</strong></p>
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Deleted: <figure class="wp-block-image size-large"><img src="https://unofficialsf.com/wp-content/uploads/2020/10/FlowManageChatSession-from-Case-1030x702.png" alt="" class="wp-image-20861" /></figure> Added: <figure class="wp-block-image size-large"><img src="https://unofficialsf.com/wp-content/uploads/2020/10/FlowManageChatSession-from-Case-1030x702.png" alt="" class="wp-image-20861"/></figure>
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Unchanged: <p>The second node is a Screen that will:</p>Unchanged: <p>The second node is a Screen that will:</p>
Unchanged: <ul id="block-cc70db79-0822-4682-a0cd-0bc9ea5c9d68" class="block-editor-block-list__block wp-block is-selected rich-text block-editor-rich-text__editable is-hovered wp-block" role="textbox" aria-label="Write list…" data-block="cc70db79-0822-4682-a0cd-0bc9ea5c9d68" data-type="core/list" data-title="List">Unchanged: <ul id="block-cc70db79-0822-4682-a0cd-0bc9ea5c9d68" class="block-editor-block-list__block wp-block is-selected rich-text block-editor-rich-text__editable is-hovered wp-block" role="textbox" aria-label="Write list…" data-block="cc70db79-0822-4682-a0cd-0bc9ea5c9d68" data-type="core/list" data-title="List">
Unchanged: <li>Display the question in the form</li>Unchanged: <li>Display the question in the form</li>
Deleted: <li><strong>FlowManageChatSessionSC</strong> : Send an <strong><em>administrative message</em></strong> to launch the customer side flow in the customer chat window. The message we are sending is a formula fields: <em>"lwc:flow:Use_of_Funds_Customer&amp;recordId="+{!recordId}</em>. The <a href="https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000FoirpUAB" target="_blank" rel="noreferrer noopener">Chat Lightning Web Component Pack</a> we have installed will react to this message and instead of displaying the message, it will launch the flow </li> Added: <li><strong>FlowManageChatSessionSC</strong>&nbsp;: Send an&nbsp;<strong><em>administrative message</em></strong>&nbsp;to launch the customer side flow in the customer chat window. The message we are sending is a formula fields:&nbsp;<em>"lwc:flow:Use_of_Funds_Customer&amp;recordId="+{!recordId}</em>. The <a href="https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000FoirpUAB" target="_blank" rel="noreferrer noopener">Chat Lightning Web Component Pack</a> we have installed will react to this message and instead of displaying the message, it will launch the flow&nbsp;</li>
Deleted: <li><strong>FlowManageChatSessionSC: </strong>Send the script message automatically in the chat window which is <em>"A form regarding the use of funds must be completed, I am sending you the form in the chat window"</em></li> Added: <li><strong>FlowManageChatSessionSC:&nbsp;</strong>Send the script message automatically in the chat window which is <em>"A form regarding the use of funds must be completed, I am sending you the form in the chat window"</em></li>
Unchanged: <li><strong>FlowEventListener</strong>: Listen to the platform event.Unchanged: <li><strong>FlowEventListener</strong>: Listen to the platform event.
Unchanged: <ul>Unchanged: <ul>
Unchanged: <li>Input: we use the Case Id as the id</li>Unchanged: <li>Input: we use the Case Id as the id</li>
Deleted: <li>Ouput : we store the data in a variable named <strong>UseOfFund</strong></li> Added: <li>Ouput : we store the data in a variable named&nbsp;<strong>UseOfFund</strong></li>
Unchanged: </ul>Unchanged: </ul>
Unchanged: </li>Unchanged: </li>
Unchanged: </ul>Unchanged: </ul>
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Deleted: <figure class="wp-block-gallery columns-1 is-cropped"><ul class="blocks-gallery-grid"><li class="blocks-gallery-item"><figure><img src="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Agent-Screen-1-1030x462.png" alt="" data-id="20913" data-full-url="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Agent-Screen-1.png" data-link="https://unofficialsf.com/?attachment_id=20913" class="wp-image-20913" /></figure></li></ul></figure> Added: <figure class="wp-block-gallery columns-1 is-cropped"><ul class="blocks-gallery-grid"><li class="blocks-gallery-item"><figure><img src="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Agent-Screen-1-1030x462.png" alt="" data-id="20913" data-full-url="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Agent-Screen-1.png" data-link="https://unofficialsf.com/?attachment_id=20913" class="wp-image-20913"/></figure></li></ul></figure>
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Unchanged: <p>The third node is a screen that will:</p>Unchanged: <p>The third node is a screen that will:</p>
Unchanged: <ul>Unchanged: <ul>
Unchanged: <li><b><strong>FlowManageChatSessionSC</strong>: </b>Send the script message automatically in the chat window which is <em>"Thank you for completing the questionnaire 😃, we have noted that the use of funds concerns "+{!UseOfFund}. </em>In the demo the value for the variable <em>UseOfFund </em>is <em>🛠Renovation Work</em></li>Unchanged: <li><b><strong>FlowManageChatSessionSC</strong>: </b>Send the script message automatically in the chat window which is <em>"Thank you for completing the questionnaire 😃, we have noted that the use of funds concerns "+{!UseOfFund}. </em>In the demo the value for the variable <em>UseOfFund </em>is <em>🛠Renovation Work</em></li>
Unchanged: <li><b>Display Image</b></li>Unchanged: <li><b>Display Image</b></li>
Unchanged: <li><b>Display the result</b></li>Unchanged: <li><b>Display the result</b></li>
Unchanged: </ul>Unchanged: </ul>
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Deleted: <figure class="wp-block-gallery columns-1 is-cropped"><ul class="blocks-gallery-grid"><li class="blocks-gallery-item"><figure><img src="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Agent-Screen-2-1030x523.png" alt="" data-id="20917" data-full-url="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Agent-Screen-2.png" data-link="https://unofficialsf.com/?attachment_id=20917" class="wp-image-20917" /></figure></li></ul></figure> Added: <figure class="wp-block-gallery columns-1 is-cropped"><ul class="blocks-gallery-grid"><li class="blocks-gallery-item"><figure><img src="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Agent-Screen-2-1030x523.png" alt="" data-id="20917" data-full-url="https://unofficialsf.com/wp-content/uploads/2020/10/Synchronous-Flow-Agent-Screen-2.png" data-link="https://unofficialsf.com/?attachment_id=20917" class="wp-image-20917"/></figure></li></ul></figure>
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Unchanged: <p>We can then store the value in the Case</p>Unchanged: <p>We can then store the value in the Case</p>
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