Transfer Messaging Sessions with Omni-Channel Flows

Configure this feature for Bring Your Own Channel for CCaaS to enable Messaging session transfers by using flow-based routing. These instructions are for implementations with partner-owned routing (ConversationChannelDefinition.routingOwner is Partner).

When this feature is enabled, all active Salesforce Omni-Channel flows that are assigned to the Messaging channel appear in the Conversation component Contacts list for reps to select as transfer destinations.

  1. Implement your connector to listen for a routing request event that fires when a rep selects a flow from the Transfer Conversation destination list. The event provides the flow ID of the Omni-Channel flow. The flow can be customer-configured.

  2. Perform the API calls in the order listed to handle routing for the Omni-Channel flow that transfers a messaging end user to a queue, rep, bot, or a destination based on required skills.

    • Call the Route API (POST /api/v1/route) with routingType set to Transfer to execute the flowId provided by the routing request event. Also, provide a fallback queueId in case the transfer to the Omni-Channel flow fails.

      • The Omni-Channel flow uses the logic in the flow to route the conversation to a rep, queue, or bot. The flow returns the psrId with the userId (rep) or queueId (queue).

    • Call the agentWork API (POST /api/v1/agentWork) to create an AgentWork record when the system finds a potential rep, queue, or bot to handle the work item.

    • After routing completes, call the routingResult API (POST /api/v1/routingResult) to notify Salesforce whether the conversation transfer succeeded or failed.

      Your system must process the routing request within 60 seconds. If not processed within that timeframe, Salesforce notes the transfer request as failed and prompts the rep to try transferring again. If your system can’t perform all the API calls within 60 seconds, call the routingResult API as successfully routed before calling the agentWork API.

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