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 Live Agent with Lightning Flow for Service

Customers who chat with you are often looking for quick and immediate resolutions to their problems. Lightning Flow for Service helps your agents provide consistent and efficient service. Agents can view your business processes in context of the customer chat because flows are presented as subtabs of the Chat Transcript primary tab. Agents see the appropriate actions to take right up front, without having to manually search for them.

Lightning Flow for Service supports Live Agent in Lightning Experience, which uses Omni-Channel routing.

Note

To integrate Live Agent with Lightning Flow for Service, complete the following steps.

  1. Set up flows and processes.
    Use Cloud Flow Designer to create individual flows. Then use Process Builder to add processes that associate records with specific flows using the RecordAction object.
  2. Create a Lightning console record page.
    1. In Lightning App Builder, create a record page for the Live Chat Transcript object using the Console: Pinned Left and Right Sidebars page template.
    2. Add the Guided Action List component to the left column, and place the Chat Body component in the right column.
    3. Edit the Channel Settings in the component properties. Specify which flows you want agents to complete first and last and whether to auto-launch the first flow in the list.
    4. Optionally, edit the Guided Action Settings in the component properties. Select the flows that you want agents to see when they click Add.

Example

In this example, the Live Agent Transcript page displays the Guided Action List and Chat Body components.Screen shot of the Service Console set up with Lightning Flow for Service and Live Agent.