Flows

Creates a flow for the use of omnichannel.

• > [Setup] >Quick Find > [Flows] > [New Flow] > [Record-Triggered Flow] > [Create] > Enter the same as the startup configuration screen below > [Done]

Start Configuration Screen

• Create all elements in the following order > [Save] > [Activate]

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

  • Items that are not specified will use the default value set.

  • Save the flow with the name 'SC_talkSessionstatus 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}