Route Customer Contact Requests with Omni-Channel

Customers don’t have to call a help line and wait on hold anymore. With Contact Requests, a community user can request that customer support call them back using an online form. When a request is submitted, a contact request record is created to track the issue. Using Omni-Channel, you can route the contact requests to available agents.

Where: This change applies to Lightning Experience in Professional, Enterprise, Performance, Unlimited, and Developer editions.

How: To route the requests to Omni-Channel, create or edit a queue that’s used by Omni-Channel to include the contact request object. Then specify this queue as the owner when you set up the contact request flow. This flow is what creates the online form that community members use. To create the contact request flow, go to the Customer Contact Requests page in Setup.