Lightning Flow for Service Developer Guide

Lightning Flow for Service
Supported Apps, Channels, and Objects
Example Use Case
Implementing the Example Use Case
Enhance the User Experience
Resume Paused Flows
Pin Steps
Complete Mandatory Steps
Hide Remove Option
Add Actions
Access the Guided Action History
Considerations
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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Let Users View and Resume Paused Flows from the Guided Action List

When you configure Process Automation Settings, you can allow users to pause flows. Show agents paused flows associated with the current record page in the Guided Action List. When there’s an agent handoff or a customer calls back, the agent can easily find and resume paused flows. The Guided Action List shows all paused flows associated with the current record, including flows not started from the list.

For example, Erika is a customer at the fictitious Awesome Bank. Erika is completing an online auto loan application that uses a flow. She pauses the flow because she’s missing some required information. She calls the bank later to complete the application. Because the current record variable in the flow is set to Erika’s contact record, when her contact page opens, the agent sees the paused flow in the Guided Action List. To resume the flow, the agent clicks Resume Paused Actions and selects the flow.Click Resume Paused Actions to see paused flows.

When an agent resumes a flow, it's added as a step. If the flow was started from a pinned region of the list, it’s added at the end of that region. Otherwise, it’s added to the bottom of the unpinned region.

A flow can use the variable Flow.CurrentRecord to track the current record associated with the flow. Sometimes API or flow logic updates this variable. For example, if a flow is associated with a lead record and the lead is converted to a contact, the record association is updated. When a user pauses a flow, the Guided Action List checks the currently associated record. If the record context changed, the paused flow doesn’t appear on the record page’s Guided Action List. Instead, to resume the flow, a message directs the user to the new record that is associated with the flow.

Note