OneCloud: Trigger a Flow from Incoming Calls on Salesforce

OneCloud: Trigger a Flow from Incoming Calls on Salesforce


This article assumes you have already 
installed OneCloud for Salesforce.

To manage call centers, call center users, call center directories, and Softphone layouts, you must have the permissions to Manage Call Centers.

Trigger a Screen Flow from Inbound Calls

1. Go to Setup

2. Search for Softphone Layouts in the quick find to go to the Softphone Layouts page.
If shown the “Get Started” page, press continue.

3. Either click to Edit the existing softphone layout or click the New button to create a new softphone layout.

4. For Select Call Type, confirm the drop-down says Inbound.

5. In the Screen Pop Settings section, press the arrows to view and edit each record matching option.

6. Select Pop to flow and select the specific flow for each record matching type you’d like to display a flow. Use you can use active screen flows.

7. Press Save at the top of the softphone layout page.

For more information on Designing a custom softphone layout, view the Salesforce Help article.

    • Related Articles

    • OneCloud: OneCloud for Salesforce User Guide

      Logging In Click on the OneCloud tray tab within Salesforce. A login option should appear. Use your OneCloud credentials to log in. Some users might see the following error when logging in for the first time. Please attempt to login again. If the ...
    • OneCloud: Analytics Wallboard Guide

      Welcome to the call center analytics user guide. This article has been designed to help familiarize you with the basic layout, as well as guide you through creating an analytics board and some advanced features. Accessing the Analytics Board Note: To ...
    • How to Avoid your Calls from being Mislabeled as Spam

      Mislabeling has become an issue within the industry since each telephone number reputation labeling system uses various data sources to classify its incoming calls. When call recipients report that calls originating from your number(s) show up as ...
    • OneCloud: Deploying OneCloud for Salesforce

      Pre-requisites OneCloud Add-on License (per User) Salesforce License: -Professional (with API Add-on) -Enterprise -Unlimited Salesforce Administration Access Salesforce Lightning Apps Deployment Steps Call Center In Salesforce Setup, search for Call ...
    • OneCloud Connect: V2.0 Release Notes

      New Features Camera and Mic checks before joining a meeting Test Mic play playback Auto-knock new guests Allow customization of in meeting UI Random meeting room ID Show past meeting participants OneCloud status updates Dark Mode and Light Mode ...