Lightning Flow for Service Developer Guide

Lightning Flow for Service
Implementation Checklist
Create Flows
Associate Flows with Records
Customize Pages with the Component
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.
  1. Set up flows and processes.
    Use Flow Builder to create individual flows. Then use Process Builder to add processes that associate records with specific flows using the RecordAction object.
  2. Create a Guided Action List deployment.
    In the settings for the chat channel, specify the flows that agents see by default. Specify which flows agents complete first and last, and whether to autolaunch the first flow in the list. Optionally, select the flows that you want agents to see when they click Add.
  3. 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 specify the deployment name in the component properties.
    3. Place the Chat Body component in the right column.

Example

This 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.