Lightning Guided Engagement Developer Guide

Lightning Guided Engagement
Create Flows
Associate Flows with Records
Create Custom Console Pages
Integrate with Live Agent
Integrate with Open CTI
Other Resources
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Create Flows in the Cloud Flow Designer for Lightning Guided Engagement

Cloud Flow Designer is a point-and-click tool that lets you automate business processes with flows—guided visual experiences for your users. Flows can handle complex branching logic, UI input, and even Lightning components as screen components or actions. Create flows that automate tasks your users typically do manually, like verifying a caller or wrapping up a call.
  1. Create a flow.

    The Guided Action List component displays screen flows only. The component also displays stages in a flow, so users always know where they are in a process.

    Note

    If you want to pass the parent record ID into a flow when it’s launched from the Guided Action List component, create a flow text input variable named recordId. (The name is case sensitive.) When an agent launches the flow from the Guided Action List, the parent record ID is automatically passed into that flow variable.

    Note

  2. Test your flow.
    Test your flows before you activate them to make sure they’re working as expected.
  3. Activate your flow.
    Your flows must be activated so that you can use them in your process.

Example

Create a Verify Information flow for when agents verify a contact’s information. In the Cloud Flow Designer, create a screen flow with fields to verify the caller. Here’s a high-level view of what to do in the Cloud Flow Designer.
  • Add a screen with the fields: First Name, Last Name, Phone Number, Email, and Mailing Address.
  • Add a Record Lookup element to look up the contact based on the inputs on the screen.
  • Based on the lookup results, either mark the verification as success or failure.
Here are some other examples of flows to create:
  • Create New Contact
  • Update Contact Info
  • Wrap Up Call

Now that you have flows created, you can associate them with records using RecordActions.