新创建的会话可以通过触发 flow 来分配客服为其服务。
创建 Flow
- 导航到 Setup | Flow
- 点击 New Flow
- 选择 Record-Triggered Flow
- 点击 Create
配置 Configure Start
- Object 中选择 Chat Trascript
- Configure Trigger 选择 A record is created
- Condition Requirements 选择 All Conditions Are Met(AND)
Condition 1:
- Field: CharketApp__Status__c
- Operator: Equals
- Value: New
Condition 2:
-
- Field: CharketApp__StartedBy__c
- Operator: Equals
- Value: Social Network User
- Optimize the Flow for: 选择 Fast Field Updates
- 点击 Done
配置 Get Records
- 点击 ➕ (Add Element)选择 Get Records 组件
- 输入 Name
- Object 选择 Group
- Condition Requirements 选择 All Conditons Are Met (AND)
-
- Field: DeveloperName
- Operator: Equals
- Value: 步骤配置 Queue 配置的 Queue 的 Queue Name
- 点击 Done
配置 Update Records
- 点击 ➕ (Add Element)选择 Update Records 组件
- 输入 Label（例如：Update Chat Transcript Owner）
- 配置 Set Field Values for the Chat Transcript Record
-
- Field: OwnerId
- Value: 选择步骤配置 Get Records 中创建的 Get_Social_Reps.Id
- 点击 Done
- 点击 Activate
