You can add and remove members from dialer lists choosing one of two ways: manually, by editing the list, and dynamically, by building Salesforce flows and using Talkdesk flow actions.
To know more about dialer lists and how to edit them manually, consult this article. In the present one, we will be focusing on building the Salesforce flows necessary to dynamically update lists.
Please follow these steps:
- Create a Salesforce flow and choose the start trigger and the decision criteria that should be evaluated:
- Go to Setup in Salesforce.
- Search for “Flows” and click on Flows under “Process Automation”.
- Choose the trigger for your flow from the ones available.
- Add the decision and condition nodes for your use case. After that, build your flow.
In the example above:
- The flow trigger chosen was “Record-Triggered Flow”, as we were aiming to trigger the flow based on a record creation or update.
- The decision criteria are the contact prefix being Portuguese (PT) or Brazilian (BR).
- To add records to a dialer list, add the action “Add member to a Dialer List” to your flow and configure it.
- Insert the ID of the dialer list you want to update [1].
- Choose the variable to determine the record you wish to add to the dialer list [2]. The variable (!$Record.Id), shown in the example image, means that the record added to the list was the one that triggered the flow.
- To remove records from a dialer list, add the action ‘’ to your flow and configure it:
- Insert the ID of the dialer list you want to update [1].
- Choose the variable to determine the record you wish to remove from the dialer list [2].
To learn more about related subjects, consult our article Using Talkdesk Dialer for Salesforce.