Using Flows with Intelligent Responses

Intelligent Responses (https://support.vicasso.com/s/documentation/a1LVx0000010DRJMA2) are Canned Responses that invoke Flows, which may or may not utilize AI. Flows are very customizable depending on your Organization's business use cases, and can grab information from Salesforce and relay it to Support Agents when responding to customers, making it easy to confirm information, check on open cases, open opportunities, etc. In this article, you will find some sample Flows that can help support agents retrieve meaningful information and use them as part of their responses to customers on Cases.

  • Oct 30, 2025
  • Knowledge

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https://kb.vicasso.com/?kb=000005392
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Retrieve and list all open Cases for a Contact in Salesforce.
  1. Navigate to Salesforce Setup | Flows | New Flow
  2. Start from scratch and select Autolaunched Flow
  3. Add a "Get Records" Element to the Flow
    • Label: Get Case Details
    • API Name: Get_Case_Details
    • Object: Case
    • For the "Filter Case Records" conditions, select "All Conditions Are Met (AND)"
      • Field: Id
      • Operator: Equals
      • Value: create a new Variable:
        • API Name: E2CP_CaseId
        • Data Type: Text
        • Available for input should be selected
        • Click "Done"
    • Set the "Sort Order" in the "Sort Case Records" section to "Not Sorted"
    • How Many Records to Store: Only the first record
    • How to Store Record Data: Choose fields and assign variables (advanced)
      • Where to Store Field Values: In separate variables
      • Field: ContactId
      • Then create a new Variable:
        • API Name: ContactId
        • Data Type: Text
        • Click "Done"
      • The "Get Records Element" should look as follows:
  4. Add a second "Get Records" Element to the Flow
    • Label: Get Additional Open Cases
    • API Name: Get_Additional_Open_Cases
    • Object: Case
    • For the "Filter Case Records", select "All Conditions Are Met (AND)"
      • Condition 1: ContactId Equals {!ContactId} (the Variable created previously)
      • Condition 2: Status Does Not Equal Closed
    • Sort Case Records
      • Sort Order: Adcending
      • Sort By: CreatedDate
    • How Many Records to Store: All records
    • How to Store Record Data: Automatically store all fields 
    • The "Get Records Element" should look as follows:
  5. Add a "Decision" Element to the Flow
    • Label: Additional Cases Found
    • API Name: Additional_Cases_Found
    • New Outcome: 
      • Label: Yes
      • Outcome API Name: Yes
      • Condition Requirements to Execute Outcome: All Conditions Are Met (AND)
      • Resource: {!Get_Additional_Open_Cases.}
      • Operator: Is Null
      • Value: False
    • Default Outcome:
      • Label: No
    • The "Decision Element" should look as follows:
  6. Add a "Loop" Element to the "Yes" Path:
    • Label: Cases
    • API Name: Cases
    • Collection Variable: {!Get_Additional_Open_Cases}
    • Direction: First item to last item
    • The "Loop Element" should look as follows:
  7. Add an "Assignment" Element in the "For Each" Path
    • Label: List of Cases
    • API Name: List_of_Cases
    • Create a new Variable to store the Output
      • API Name: E2CP_Output
      • Data Type: Text
      • Available for output: selected
      • Click Done
    • Create a new "Text Template" Resource to display the additional Cases information in a formatted way:
      • API Name: FormattedCaseInformation
      • Body:
        • Insert the "Current Item from Loop Cases" variable with the Case Number and Case Subject
        • It should look as follows:
    • For the "Set Variable Values", add:
      • Variable: {!E2CP_Output}
      • Operator: Add
      • Value: {!FormattedCaseInformation} (the "Text Template" Resource created above)
    • The "Assignment" Element should look as follows:
  8. Save and Activate the Flow.
  9. This is what it should look like:
  10. Create a Canned Response and add the Flow as part of the body, along with additional customized text. Support Agents can then use it through the New Comment Page when corresponding with customers.

Retrieve and list all open Opportunities for an Account in Salesforce
  1. Navigate to Salesforce Setup | Flows | New Flow
  2. Start from scratch and select Autolaunched Flow
  3. Add a "Get Records" Element to the Flow to grab the current Case
    • Label: Get Case Details
    • API Name: Get_Case_Details
    • Object: Case
    • Condition Requirements: All Conditions Are Met (AND)
      • Field: Id
      • Operator: Equals
      • Value: create a new Variable resource:
        • API Name: E2CP_CaseId
        • Data Type: Text
        • Availability Outside the Flow: select "Available for input"
        • Click "Done"
    • Sort Order: Not Sorted
    • How Many Records to Store: Only the first record
    • How to Store Record Data: Automatically store all fields
    • The Element should look as follows:
  4. Add another "Get Records" Element to grab the survey record with a low score
    • Label: Get Open Opportunities
    • API Name: Get_Open_Opportunities
    • Object: Opportunity
    • Condition Requirements: All Conditions Are Met (AND)
      • Condition 1:
        • Field: AccountId
        • Operator: Equals
        • Value: {!Get_Case_Details.Account.Id}
      • Condition 2: 
        • Field: StageName
        • Operator: Does Not Equal
        • Value: Closed Lost
      • Condition 3:
        • Field: StageName
        • Operator: Does Not Equal
        • Value: Closed Won
    • Sort Order: Ascending
    • Sort By: CreatedDate
    • How Many Records to Store: All records
    • How to Store Record Data: Automatically store all fields
    • The Element should look as follows:
  5. Add a "Decision" Element:
    • Label: Opportunities Found?
    • API Name: Opportunities_Found
    • New Outcome:
      • Label: Yes
      • Outcome API Name: Yes
      • Condition Requirements to Execute Outcome:
        • Resource: {!Get_Open_Opportunities}
        • Operator: Is Null
        • Value: False
    • Default Outcome: 
      • Label: No
    • The Element should look as follows:
  6. Add a "Loop" Element to the "Yes" Path:
    • Label: Opportunties
    • API Name: Opportunties
    • Collection Variable: {!Get_Open_Opportunities}
    • Direction: First item to last item
  7. Add an "Assignment" Element to the "For Each" Path:
    • Label: Open Opportunity List
    • API Name: Open_Opportunity_List
    • Variable: create new:
      • API Name: E2CP_Output
      • Data Type: Text
      • Availability Outside the Flow: select Available for output
    • Operator: Add
    • Value: create a Text Template Resource:
      • API Name: ListofOpportunities
      • Body: {!Opportunties.Name} in the {!Opportunties.StageName} stage with a due date of {!Opportunties.CloseDate}.
      • Click "Done"
    • The Assignment Element should look as follows:
  8. The Flow should look as follows:
  9. Save and Activate the Flow.
  10. Create a Canned Response and add the Flow as part of the body, along with additional customized text. Support Agents can then use it through the New Comment Page when corresponding with customers.

Send customized responses to customers who gave low scores on surveys.
  1. Navigate to Salesforce Setup | Flows | New Flow
  2. Start from scratch and select Autolaunched Flow
  3. Add a "Get Records" Element to the Flow to grab the current Case
    • Label: Get Case ID
    • API Name: Get_Case_ID
    • Object: Case
    • Condition Requirements: All Conditions Are Met (AND)
      • Field: Id
      • Operator: Equals
      • Value: create a new Variable resource:
        • API Name: E2CP_CaseId
        • Data Type: Text
        • Availability Outside the Flow: select "Available for input"
        • Click "Done"
    • Sort Order: Not Sorted
    • How Many Records to Store: Only the first record
    • How to Store Record Data: Choose fields and assign variables (advanced)
      • Where to Store Field Values: In separate variables
      • Field: ContactId
      • Variable: create a new Variable:
        • API Name: ContactId
        • Data Type: Text
    • The element should look as follows:
  4. Add another "Get Records" Element to grab the survey record with a low score
    • Label: Get Survey With Low Score
    • API Name: Get_Survey_With_Low_Score
    • Object: Simple Survey
    • Condition Requirements: All Conditions Are Met (AND)
      • Condition 1:
        • Field: CreatedDate
        • Operator: Greater Than or Equal
        • Value: create a formula resource:
          • API Name: LAST60DAYS
          • Data Type: Date
          • Formula: TODAY() - 60
      • Condition 2:
        • Field: simplesurvey__Survey_Score__c
        • Operator: Less Than
        • Value: 4 (this depends on the survey rating scale used)
      • Condition 3: 
        • Field: simplesurvey__Contact__c
        • Operator: Equals
        • Value: {!ContactId}
    • Sort Order: Not Sorted
    • How Many Records to Store: Only the first record
    • How to Store Record Data: Choose fields and let Salesforce do the rest
      • Field: simplesurvey__Survey_Score__c
    • The Element should look as follows:
  5. Add a "Decision" Element:
    • Label: Is Survey Score Low?
    • API Name: Is_Survey_Score_Low
    • New Outcome:
      • Label: Yes
      • Outcome API Name: Yes
      • Condition Requirements to Execute Outcome:
        • Resource: {!Get_Survey_With_Low_Score.simplesurvey__Survey_Score__c}
        • Operator: Is Null
        • Value: False
    • Default Outcome: 
      • Label: No
    • The Element should look as follows:
  6. Add an "Assignment" Element to the "Yes" Path
    • Label: Low Score Found
    • API Name: Low_Score_Found
    • Variable: create a new Variable:
      • API Name: E2CP_Output
      • Data Type: Text
      • Availability Outside the Flow: select "Available for output"
      • Operator: Equals
      • Value: I understand you're facing a new issue, and I want to assure you that we're focused on resolving it for you as soon as possible. Your trust means a lot to us; we're committed to making things right! (can be customized based on your use case)
    • The Element should look as follows:
  7. Save and Activate the Flow
  8. This is what it should look like:
  9. Create a Canned Response and add the Flow as part of the body, along with additional customized text. Support Agents can then use it through the New Comment Page when corresponding with customers.

Retrieve a contact's phone number and confirm it's the correct number on file
  1. Navigate to Salesforce Setup | Flows | New Flow
  2. Start from scratch and select Autolaunched Flow
  3. Add a "Get Records" Element to the Flow to grab the current Case
    • Label: Get Case ID
    • API Name: Get_Case_ID
    • Object: Case
    • Condition Requirements: All Conditions Are Met (AND)
      • Field: Id
      • Operator: Equals
      • Value: create a new Variable resource:
        • API Name: E2CP_CaseId
        • Data Type: Text
        • Availability Outside the Flow: select "Available for input"
        • Click "Done"
    • Sort Order: Not Sorted
    • How Many Records to Store: Only the first record
    • How to Store Record Data: Choose fields and assign variables (advanced)
      • Where to Store Field Values: In separate variables
      • Field: ContactId
      • Variable: create a new Variable:
        • API Name: ContactId
        • Data Type: Text
    • The Element should look as follows:
  4. Add another "Get Records" Element to grab the contact's information
    • Label: Get Contact Record
    • API Name: Get_Contact_Record
    • Object: Contact
    • Condition Requirements: All Conditions Are Met (AND)
      • Condition 1:
        • Field: Id
        • Operator: Equals
        • Value: {!Contact_Id} (the Variable created previously)
    • Sort Order: Not Sorted
    • How Many Records to Store: Only the first record
    • How to Store Record Data: Choose fields and let Salesforce do the rest
      • Field: Phone
    • The Element should look as follows:
  5. Add a "Decision" Element:
    • Label: Phone Number Found?
    • API Name: Phone_Number_Found
    • New Outcome:
      • Label: Yes
      • Outcome API Name: Yes
      • Condition Requirements to Execute Outcome:
        • Resource: {!Get_Contact_Record.Phone}
        • Operator: Is Blank
        • Value: False
    • Default Outcome: 
      • Label: No
    • The Element should look as follows
  6. Add an "Assignment" Element to the "Yes" Path:
    • Label: Verify Phone Number
    • API Name: Verify_Phone_Number
    • Variable: create a new Variable:
      • API Name: E2CP_Output
      • Data Type: Text
      • Availability Outside the Flow: select "Available for output"
    • Operator: Equals
    • Value: create a new "Text Template" Resource
      • API Name: PhoneConfirmation
      • Body: We have {!Get_Contact_Record.Phone} on file for you. Is that still the best number at which to reach you? Please confirm so we can update our records and contact you regarding important case updates.
    • The Element should look as follows:
  7. Add an "Assignment" Element to the "No" Path:
    • Label: Ask for Phone Number
    • API Name: Ask_for_Phone_Number
    • Variable: {!E2CP_Output}
    • Operator: Equals
    • Value: create a new "Text Template" Resource
      • API Name: AskForPhone
      • Body: We've looked through our records and need a phone number for you. What’s the best number at which to reach you with important updates related to your cases?
    • The Element should look as follows:
  8. Save and activate the Flow.
  9. This is what it should look like:
  11. Create a Canned Response and add the Flow as part of the body, along with additional customized text. Support Agents can then use it through the New Comment Page when corresponding with customers.

 

Title
Using Flows with Intelligent Responses
URL Name
Using-Flows-with-Intelligent-Responses