Triggering a Salesforce Flow from CCaaS requires configuration on both sides — a dedicated integration user and Connected App in Salesforce, and a Web Service Integration Profile in CCaaS.

Configuring Salesforce

Create the Integration User

1. Set the User License to Salesforce Integration
2. Set the Profile to Salesforce API Only System Integrations
3. Enable the Flow User checkbox

Create a Connected App

1. Enable OAuth Settings
2. Enable for Device Flow
3. Enable the appropriate OAuth Scopes (Full Access is sufficient for testing)
4. Enable Token Exchange Flow
5. Set the Permitted Users OAuth policy to All users may self-authorize
6. Set the IP Relaxation OAuth policy to Relax IP restrictions

Build the Flow

Build the target flow and mark its input variables as available for input.

Collect the Security Token

The token is not displayed on the integration user's profile — it must be reset, which sends it to the user's assigned email address.

1. In the Salesforce Admin portal, open Users under Administration
2. Log in as the integration user
3. Select My Settings > Personal > Reset My Security Token
4. Retrieve the token from the emailed notification

Configuring the Web-Service Integration Profile

1. Create a new profile under WebService Integration

2. Set the Target URL to the Salesforce flow's endpoint, for example:

   https://<org>.my.salesforce.com/services/data/v59.0/actions/custom/flow/<flow_api_name>

3. Set HTTP Method to POST

4. Configure Triggering Call Criteria to match the calls that should trigger the flow (e.g., calls that include a specific skill)

5. Configure Form Parameters with parameter names matching the flow's expected input variables exactly

6. Configure the four Salesforce Parameters rows (see table below)

7. Set Triggering Event to the point in the call when the flow should fire (e.g., Call is Connected)

8. Click Save

Salesforce Parameters

Four rows are required, using these exact names:

Once the Triggering Call Criteria and Triggering Event conditions are met, the configured Salesforce Parameters are sent to the flow specified in the Target URL.