If you're trying to run  Flow actions for Outbound calls, an Outbound Flow is what you'll

• I want to create a record in my CRM or other external system to log this call and information about this call
• I want to show a screen pop for Outbound calls that link to information from my CRM or other external system

Setting up a Outbound Flow

To set up an Outbound Flow, you'll proceed similarly to creating any other Flow in Flow Builder. 

1. Go to Flow Builder via the left sidebar
2. Click the blue +Add button in the top-right of Flow Builder
3. Name your flow and in the Type dropdown choose Post-Call, then click Add
4. Add the relevant Widgets here
   1. In most cases, Outbound Flows are used to trigger actions happening in other systems such as creating a Task in Salesforce with key call information.
      1. Note that you cannot include key Post-Call information, such as Disposition since that information is not available yet when running an Outbound flow.
   2. To set up an action in another system, you would likely want to add a Webhook Widget, set it up to hit your CRM system, and choose what information to pass. From there you would end the flow once that action has been completed. See this article for more details on how to set up a Webhook call in Flow Builder.
      1. You probably also want to show a screen pop in the webphone for the calling Agent so they have a link to the ticket created in your CRM system
      2. You may also want a Condition node so you can choose to only create a task in your CRM system for certain calls.
   3. 
5. Add a Continue to Call node to indicate that the call should continue after the flow runs
6. Publish your flow! Once you've tested out your Webhook call to make sure it works then you should be ready to publish. This will make this Outbound Flow Live and able to be activated for calls.
7. Set this as your system default Outbound Call Flow
   1. Navigate to Flow Builder via the left sidebar
   2. You need to choose a single Outbound Flow to run for your outbound calls. You can do this by clicking the the INACTIVE button in the Dependents column
   3. Click Save
   4. You will now see this Outbound flow listed as Active - indicating that this flow will run for ALL Outbound calls for your company

Outbound Flow Frequently Asked Questions (FAQ)

1. How many Outbound Flows can I set up for my company?
   1. You can only have a single active Outbound Flow at any given time. This will be used for ALL Outbound calls for your company.
      1. If you would like to have this Flow only run for some calls you can use a Condition Widget in the Flow to determine which types of calls should go to this flow. For more information on how to use the Condition Widget see this article