Use Flow Builder to route Salesforce emails

1. In Salesforce, click Setup.
2. Search for Flows in the Quick Find box and select Flows.
3. Click New Flow.
4. Select Record-Triggered Flow and click Create.
5. Under Object, select Email Message.
6. Under Trigger the Flow When, select A record is created.
7. In the Set Entry Conditions section, select All Conditions Are Met (AND) as the condition requirements and add the following conditions:
   

   Field	Operator	Value
   Incoming	Equals	True
   ParentId	Is Null	False

8. Click Done.
9. In the Flow Builder, click the  icon to add an element.
10. In the Add Element list, under Data, select Create Records.
11. Under Label, enter Genesys Cloud Routing Request and select the following options for the record:
    
    • How Many Records to Create: One
    • How to Set the Records Fields: Use separate resources, and literal values
    • Object: Genesys Cloud Routing Request
12. Add and set the field values for the Genesys Cloud routing request:
    
    

    Field	Value
    purecloud__Queue__c or purecloud__Inbound_Email_Flow__c	Select a queue or an inbound email flow from the list.
    purecloud__Salesforce_Object_ID__c	{!$Record.ParentId}

13. Click Done.
14. In the Flow Builder, click Save.
15. Enter a name for the flow and click Save again.
16. Click Activate.

The flow is now ready to use.

You can use more than the two required fields in the Genesys Cloud routing request. Some of the fields available in the Flow Builder map to default and custom attributes. (See following table.) 

Default attributes map automatically to interaction details and, if you map activity fields in Salesforce, to activity records. For more information, see Map interaction attributes to Salesforce activity fields.

Custom attributes require configuration. For custom attributes to appear in interaction details and interaction logs, add them to the Customize Interaction Details and Activity Field Mapping sections under Client Settings in Salesforce. For more information about Client Settings, see Managed package settings. 

The following example shows the use of required fields, default attributes, and custom attributes to route Salesforce emails.

The following table describes the fields used in the example process. (*Inbound Email Flow does not appear in the example process. Use either Queue as in the example or Inbound Email Flow.)

The example routes Salesforce emails to the CustomerService. Agents in this queue who are assigned the skills ‘Cellphone repair’ and ‘Warranties’ and the language ‘English – Spoken’ in Genesys Cloud receive alerting interactions. 

When the interaction alerts, the field purecloud__Salesforce_Object_ID__c (for screen pop) causes a page with the ID 500360000015OCJ to screen pop in Salesforce.

The fields purecloud__Title__c (Warranty Question) and purecloud__Remote_Name__c (John Smith) are default attributes that appear in the interaction details.

The field purecloud__Display_Address__c (john.smith@customer.com) is an attribute that is mapped in the Customize Interaction Details section under Client Settings. For more information about Client Settings, see Managed package settings.

The field purecloud__Attributes__c uses custom attributes CaseNumber and contactEmailAddress to add Case: 000149 to the interaction details and to write the email address to the activity record in Salesforce.