Definition
A Salesforce feature that uses Flow Builder to define routing logic for Omni-Channel, allowing admins to build custom routing rules that determine how work items are assigned to agents based on complex conditions.
Real-World Example
a support manager at QuickAssist recently implemented Omni-Channel Flow to improve response times and customer satisfaction scores. After implementing Omni-Channel Flow, agents have the tools and context they need to resolve issues on the first contact. Average handle time decreases by 20% and CSAT scores climb to an all-time high of 94%.
Why Omni-Channel Flow Matters
Omni-Channel Flow is a Salesforce feature that uses Flow Builder to define routing logic for Omni-Channel, allowing admins to build custom routing rules that determine how work items are assigned to agents based on complex conditions. Instead of being limited to the standard rule-based routing that works for simple cases, Omni-Channel Flow lets admins use the full power of Flow to build sophisticated routing decisions: looking at customer history, agent skills, current workload, business rules, and any other relevant data.
Omni-Channel Flow is valuable for service operations with non-trivial routing requirements. Standard routing handles simple cases ('route premium customers to senior agents') but breaks down for complex scenarios ('route to the agent who previously handled this customer if they're available, otherwise route to an agent with the right language and product expertise who has capacity'). With Flow-based routing, complex logic can be expressed declaratively. Mature contact centers use Omni-Channel Flow when their routing needs exceed what standard rules support.
How Organizations Use Omni-Channel Flow
- •ShieldGuard Security — Built complex routing in Omni-Channel Flow that prioritizes returning customers to their previous agents when available.
- •CloudNine Solutions — Uses Omni-Channel Flow to combine skills, language, capacity, and customer tier in routing decisions.
- •QuickAssist — Migrated from rule-based routing to Omni-Channel Flow when their routing needs grew beyond what standard rules supported.