Flows

Creates a flow for using Omni-Channel.

• > [Setup] >Quick Find > [Flows] > [New Flow] > [Record-Triggered Flow] > [Create] > Configure the Start element as shown below and click [Done].

Configure Start

• Create all elements in the following order, then click [Save] and [Activate].

  • You can add elements using the plus (+) button.

  • Use the default values for items that are not specified.

  • Save the flow with the name 'SC_talkSession status update when owner changed via omni channel'.

Element	Decision
Label	Agent Work Status
Outcome Details
Label	Status is assigned
Condition Requirements to Execute Outcome	All Conditions Are Met (AND)
Resource	{!$Record.Status}
Operator	Equals
Value	Opened

Element	Get Records
Label	Get TalkSession
Object	Chat Session
Condition Requirements	All Conditions Are Met (AND)
Field	Id
Operator	Equals
Value	{!$Record.WorkItemId}

Element	Decision
Label	Is TalkSession Null
Outcome Details
Label	TalkSession is Not null
Condition Requirements to Execute Outcome	All Conditions Are Met (AND)
Resource	{!Get_TalkSession_Record}
Operator	Is Null
Value	{!$GlobalConstant.False}

Element	Assignment
Label	Set TalkSession
Variable	{!Get_TalkSession_Record.WINP__Status__c}
Operator	Equals
Value	Chatting
Variable	{!Get_TalkSession_Record.OwnerId}
Operator	Equals
Value	{!$User.Id}

Element	Update Records
Label	Update TalkSession
How to Find Records to Update and Set Their Values	Use the IDs and all field values from a record or record collection
Condition Requirements	All Conditions Are Met (AND)
Record or Record Collection	{!Get_TalkSession_Record}

Element	Get Records
Label	Get TalkCustomer
Object	Chat Customer
Condition Requirements	All Conditions Are Met (AND)
Field	Id
Operator	Equals
Value	{!Get_TalkSession_Record.WINP__Talk_Customer__r.Id}

Element	Assignment
Label	Set AgentId
Variable	{!GetTalkCustomer.WINP__Agent__c}
Operator	Equals
Value	{!$User.Id}

Element	Update Records
Label	Update TalkCustomer
How to Find Records to Update and Set Their Values	Use the IDs and all field values from a record or record collection
Condition Requirements	All Conditions Are Met (AND)
Record or Record Collection	{!GetTalkCustomer}