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Routing for Salesforce Chat

Overview

Traditionally with Chat, there was a 1:1 relationship between the Chat Button and a Queue, so it was never easy to build dynamic routing logic in. If we wanted some chats to go to the sales team, and others to service, or if we wanted to prioritize VIP customers over others, we had to either use a Chatbot as a proxy, or code it into the pre-chat form somehow.

As of Winter ’22 though, it’s so much easier, with the launch of Omni Flows for Chat, and this post will help show us how to do that.

Two notes before we start, Omni Flow routing isn’t supported when using an Einstein Bot, though it is on the roadmap.

Also, make sure that you’ve read Build your first Omni Flow

Setup guide

We start off by building an Omni Flow. There’s a pre-built template for Chat or we can make it from scratch. The good thing about the template is that it gives an example of loading pre-chat data and using it to route based on that data.

Pre-chat data

When an Omni Flow is configured on a chat button, any customer inputs collected in the Embedded Service pre-chat form will be passed in automatically. If you’re not using the template, make sure to define an input variable of type Conversation Context Entry, with the ‘Allow multiple values’ checkbox selected.

Within the flow, you can loop over that collection, and check the Title (pre-chat field name) and Value (customer input) of each entry. This can then be used for whatever you need in the flow, linking the Contact, Creating a Lead or Case, or informing a Routing decision.

Decide where to Route the Chat

Once we’ve got the pre-chat data and loaded the Contact or other related information, we need to decide where to Route it.

The Route Work action will support us sending to a Queue, to a set of Skill Requirements, or Direct to a named Agent.

We can also set the Priority and Size of the Chat by changing the Routing Config or moving into a Queue with different values (allowing for us to escalate VIP customers to the front of the queue), and define what records will open when the agent accepts the chat via the Screen Pop action.

The below screenshot shows a simple example of a routing decision based on the subject in pre-chat, but we can ultimately define any logic that we want to (which is the great power of Flow, combined with all of the data about the Chat).

Add routing requirements to the Chat Button

Once we’ve built the Omni Flow, the last step is to map it to the Chat Button.
Now, if selecting the Omni-Channel routing type, you have the option to either provide a Queue (for simple scenarios) or to define an Omni Flow (for dynamic routing).

Update it by checking the box and selecting the Omni Flow that we just created, then we’re good to go. All new chats to this button will use that Flow to decide where to go!

Note: The go-forward routing type is Omni-Channel and we should use this for all newly configured Chat Buttons.

Extra notes

Heads up, when configuring the Flow from one of the templates, the Route Work actions are pointed to placeholder Channels, Queues, and Routing Configurations, and so you’ll need to swap these out for your own routing requirements before the Flow will work.

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