← back to the release
new featureAgentforce Contact Center Voice
Route Outbound Calls to Service Reps After Customers Answer
Outbound voice flows can now connect a customer to a service rep after they answer, not just to IVR or Agentforce: configure the Initiate Outbound Flow Action with routing actions to queues, skill-based targets, or specific reps, and set a fallback queue for errors.
identifiers
Initiate Outbound Flow Actionskill-based routing
flags
off by defaultno action required
- how
- In Flow Builder, configure the Initiate Outbound Flow Action with routing actions and a fallback queue.
- who
- when
- where
- Salesforce Voice (Native Telephony).