Trigger Salesforce Unified Routing

If you are using Talkdesk for Service Cloud Voice, you can leverage the Salesforce Unified Routing solution by triggering a Salesforce flow with Talkdesk Studio.

The Trigger Salesforce Unified Routing component allows you to trigger a Salesforce omni-channel flow based on the destination number variable and send context data to Salesforce to be used in the Omni-Channel flow.

Salesforce will proceed with the routing, and once an agent accepts the call, the agentID and a fallback queue are returned to Talkdesk. In the Assignment and Dial component, Talkdesk will then establish the call audio stream to the identified agent.