Lightning Flow for Service Developer Guide

Lightning Flow for Service
Create Flows
Associate Flows with Records
Create Custom Console Pages
Access the Guided Action History
Integrate with Live Agent
Integrate with Open CTI
Other Resources
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Integrate Open CTI with Lightning Flow for Service

Open CTI provides a set of APIs that enables third-party telephony services to integrate with Salesforce. Lightning Flow for Service takes advantage of three Open CTI methods: getSoftphoneLayout(), screenPop(), and searchAndScreenPop().

To integrate Open CTI with Lightning Flow for Service, complete the following tasks.

  1. Update your Open CTI implementation to allow incoming calls to screen-pop to flows.
    You can also pass call data, such as the phone number or customer name, directly into the flow when it’s screen-popped.
    Use Open CTI API version 42.0 and later with the following methods.

    Before updating your implementation, make sure that you understand how Open CTI arguments are passed.

    Flows can accept input variables, which are also called arguments. The Guided Action List component on a record page automatically attempts to pass the parent record ID to the flow. To use this information, the flow defines an input variable called recordId of type Text. The Open CTI API allows for more complex variable passing. Single variables and collection variables, like lists and arrays, can be passed through the flowArgs parameter available in the screenPop and searchAndScreenPop methods.

    Note

  2. Create flows.
    For example, create an Unknown Caller screen flow for when there’s an incoming call and there’s no match in Salesforce for the caller. In the Cloud Flow Designer, create a screen flow with fields to verify the caller.
    • Add a screen with the fields First Name, Last Name, Phone Number, and Address.
    • Add the Record Create data element to create a contact and assign input fields from the screen to the contact fields.
    • Set the Unknown Caller screen as your Start Element.

    In addition to the Unknown Caller flow, create other flows that you want your users to work with when talking to customers on the phone.

  3. Configure screen-pop settings in the softphone layout.
    From Setup, go to the Softphone Layouts page.

    For No matching records, select Pop to flow. Then select the flow you created for Unknown Callers.

    When you use the Pop to flow option, flows open as primary tabs in the console.

    Note

    For Single-matching records, select Pop detail page. This setting allows the contact record page, for example, to be popped. Screen shot of the Screen Pop Settings page.

  4. Customize the record page.
    Add the Guided Action List component to a record page, such as the contact page. Use the component’s channel settings to configure default flows for the phone channel. That way, when calls match a Salesforce record and users get popped to that page, they can see which flows to complete for the call.