Preferences

Flow Input Parameters

Define the variables from the flow context that will be sent to Salesforce to be used in the Salesforce Omni-Channel flow (e.g. IVR variables).

• Parameter Name: Variable name, should be the same as the variable defined in the Salesforce Omni-Channel flow;
• Value: Variable from the flow context.

See the “Working with Variables” article to know more about variables.

Variables

Define the variables that will store the agent email and fallback queue name retrieved from Salesforce, so you can use them further in the flow to route the call.