OmniScript
A Salesforce Industries (OmniStudio) component that creates guided, step-by-step user interfaces for complex business processes, combining data collection, integration procedures, and conditional logic in a single interactive flow.
Definition
A Salesforce Industries (OmniStudio) component that creates guided, step-by-step user interfaces for complex business processes, combining data collection, integration procedures, and conditional logic in a single interactive flow.
In plain English
“An OmniScript is an OmniStudio component that creates guided, step-by-step user interfaces for complex business processes. It walks users through a series of screens with data collection, integration calls, and conditional logic, all configured declaratively without code.”
Worked example
Halverstone Insurance's customer-service team uses an OmniScript called "File a Claim" to walk customers through claim submission. The OmniScript has 8 screens (collect incident details, upload photos, identify damaged items, choose payment method, confirm submission, etc.) with conditional logic - water-damage claims get a different sequence than fire-damage claims. Integration Procedures fetch the customer's policy details and submit the claim to the back-end claims system. The OmniScript is built declaratively in OmniStudio without code; agents and customers complete claims in 6 minutes vs. the legacy 20-minute process.
Why OmniScript matters
An OmniScript is a Salesforce Industries (OmniStudio) component that creates guided, step-by-step user interfaces for complex business processes, combining data collection, integration procedures, and conditional logic in a single interactive flow. OmniScripts walk users through structured processes like loan applications, claim filings, customer onboarding, and service request workflows, with each step gathering input or displaying information.
OmniScripts are part of the OmniStudio toolkit (formerly Vlocity) commonly used in Salesforce Industries products like Communications Cloud, Insurance Cloud, and Health Cloud. They differ from standard Salesforce Flow in being more focused on customer-facing or agent-facing guided workflows, with richer UI components and tighter integration with the broader OmniStudio toolset (Integration Procedures, FlexCards, DataRaptors). For organizations using Salesforce Industries, OmniScripts are the typical pattern for building structured customer or agent experiences.
How organizations use OmniScript
Built patient intake OmniScripts that walk staff through structured intake processes, capturing data and creating records.
Uses OmniScripts for loan application workflows, with integrated data collection, validation, and submission.
Built customer service OmniScripts that guide agents through complex troubleshooting and resolution workflows.
Trust & references
Straight from the source - Salesforce's reference material on OmniScript.
- OmniScript Designer OverviewSalesforce Help
- OmniScript Best PracticesSalesforce Help
Test your knowledge
Q1. What is an OmniScript?
Q2. What does an OmniScript combine?
Q3. Where are OmniScripts commonly used?
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