Omni-Channel Flows, an Introduction


With Salesforce, we’re fortunate to have an incredibly powerful and flexible work/channel routing engine, that has helped thousands of customers to automate the assignment of Support Cases.

With great power and flexibility though came a lot of variation in the setup options available. Whether it was Case assignment rules, Queues on Chat buttons, Skills-based routing rules, Apex code, external logic for Voice systems, Bots calling flows or apex, there were a lot of ways to configure routing requirements, and not every channel supported every feature.

Now ALL of the above can be consigned to the history books.

With the Winter ’22 release Salesforce GA’d Omni-Channel Flows, which are now the place you should go to configure routing requirements for all scenarios and use-cases.

With this, it achieved 3 key benefits:

  1. Provided a unified setup experience for routing rules across all channels (Voice, Chat, Messaging, Case, and others)
  2. Increased flexibility to write business rules, while at the same time making it easier to set up and configure
  3. Built a Channel Orchestration layer for upfront Business rules, with a lot more planned than just routing to come (Sneak peak for Screen Pop, Channel-Object Linking, Einstein Case Classification, Einstein Bots, Einstein Article Recommendations, and much more to come)

It’s also a platform on which all new Omni features will be centralized, meaning that as soon as a new Omni capability is launched, it’ll be available for all channels right away. Read more for some exciting examples, like the new Direct to Agent routing.

If you want to get started, I wrote up another post on how to Build your first Omni Flow