Lightning Flow for Service Developer Guide

Lightning Flow for Service
Implementation Checklist
Create Flows
Associate Flows with Records
Using a Deployment
Using Process Builder
Using SOAP
Using Apex
Customize Pages with the Component
Integrate with Live Agent
Integrate with Open CTI
Other Resources
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Associate Flows to Records with a Guided Action Deployment

Use a Guided Action deployment to show default flows when records open from phone screen popups, Live Agents chats, list views, or related records. Create a deployment in Setup, and use it in the Guided Action List component on your Lightning record pages.

When you configure a Guided Action deployment, you define these settings.

  • Available actions—Select the active screen flows that users can add at run time. Adding a flow to a Guided Action List creates a RecordAction, associating the flow with the current record page.
  • Channel defaults—For each channel, define the flows that open when a record is opened in the channel and no other RecordAction associations exist.

You can define a deployment in Setup or programmatically using the metadata type RecordActionDeployment in Metadata API.

  1. From Setup, in the Quick Find box, enter Guided Actions, and select Guided Actions.
  2. Click New Deployment. Name your deployment.
  3. Select the flows that are available for users to add at run time.
    If users don’t see a flow that they need, they can add it from a subset of flows that you define. Include the tasks that they use most often so that they can find the right step fast. Select actions available for users to add at runtime.
  4. Configure each channel’s default settings.

    The Guided Action List shows channel defaults only when no RecordActions exist and the record page is opened in context of the channel. For example, if you set up a process in Process Builder that associates flows to that record, the Guided Action List shows RecordActions from your process instead of the flows that you configure here.

    Important

    1. Click a channel tab to configure its settings.
      • Chat

        The Chat channel works with Live Agent in Lightning Experience. Specify default flows for when agents chat with customers. To use this channel, add the component to the Live Chat Transcript record page.

      • Phone

        The Phone channel works with Open CTI. Specify default flows for when customers call and records are shown to the agent. To use this channel, update your softphone screen pop settings for no matching records and single-matching records.

      • Other

        Use the Other channel to specify default flows for when records open from list views or related records.

      The Chat and Phone channels display even if you don’t have these features in your org.
      Configure channel defaults.

      You can configure multiple channels. For example, if you use Open CTI, you can configure default flows for the Phone and Other channels. That way, agents can select actions from the list when a caller’s contact record is popped. Agents can also navigate to a contact record manually, such as when they open a record from a list view. Then they see flows that you set up as defaults in the Other channel.

      For information about Open CTI and Live Agent integration, see Integrate Open CTI with Lightning Flow for Service and Integrate Live Agent with Lightning Flow for Service.

      Note

    2. On each channel, drag actions from All Actions to the preview area. All Actions shows all active screen flows.
      The preview area has three regions: Top Pinned, Unpinned, and Bottom Pinned. Use the pinned regions for flows that you want your users to complete first and last. The Unpinned region is for flows that you want your users to complete during the record’s life cycle.
    3. Select actions that are important, and click Mark Mandatory.
      When a user tries to close a mandatory action without completing it, a reminder appears.
    4. Select actions that you don't want users to remove at run time, and click Unmark Removable. By default, all actions are removable.
    5. Specify whether to autolaunch the first flow when the record page opens.
    6. Click Save.
    You can add the component to multiple record pages and reuse a deployment. If you don’t specify a deployment in the component properties, the following settings are used.
    • All active screen flows in your org are available for users to add at run time.
    • Channel default settings are undefined. Users see an empty list unless you define flows as RecordActions with Process Builder or an API.